To prepare employees for an AI-supported customer center, we must invest in targeted skills development. Agents need training in how AI tools work, how to interpret AI-generated suggestions, and how to collaborate with AI in real time during customer interactions. We also need to help employees shift focus from routine case handling to more advanced tasks such as complex troubleshooting, proactive customer care, and relationship building. This may involve training in communication, problem-solving, and understanding of customer journeys. By strengthening these competencies, we ensure that human agents can fully utilize AI as support and create higher value in each interaction.