Contact centres across Australia and New Zealand are racing to adopt artificial intelligence in the name of speed, efficiency, and around-the-clock service. However, as bots become smarter, faster and more capable, a critical human factor risks being overlooked: the trust, wellbeing and long-term value of the contact centre agent. The State of the Contact Centre 2025 report paints a clear picture of an industry undergoing major transformation. Bridging the trust gapRebuilding agent trust in AI begins with a shift in mindset. A human-centred futureAI is not the enemy of the contact centre agent, it's a tool that, when deployed thoughtfully, can make their work more meaningful and less repetitive.