Contact center leaders panel: What skills do contact center leaders need in 2025 and beyond?
Hear from thought leaders about the future of work and job skills for contact center leaders in the age of AI
The skills contact center leaders need are evolving in the age of artificial intelligence (AI). Customer self-service continues to rise, with AI continually absorbing low-level manual tasks. Pair this with changing hybrid working conditions and increasing customer expectations, and a transformation begins.
The job of a contact center agent is becoming more emotionally and cognitively demanding. Leaders must reimagine frontline work and the requirements of leadership. In this panel discussion, CX leader Vinay Parmar, CX Network Advisory Board member and managing director, Customer Whisperers, joins industry pioneer Brad Cleveland, senior advisor to the ICMI and author of bestselling Contact Center Management on Fast Forward, to share what skills today’s contact center leaders need to stay on the cutting edge.
Key takeaways:
- Why resilience, empathy and environmental awareness are vital.
- How to lead in an AI-first future.
- The importance of narrative-based data storytelling.
