Empowered, Equipped, Engaged: A Blueprint for Future-Ready Contact Center Teams

On-Demand Workshop | Free Resource: Workforce Readiness Playbook

Ready to lead your frontline into the future?
Watch Centrical and Metric Sherpa’s hands-on virtual workshop built for Contact Center, CX, and Ops leaders. Get practical insights to meet rising expectations, tackle AI transformation head-on, and thrive in today’s rapidly evolving frontline landscape.

We’ll explore the questions today’s leaders are asking:

How do I prepare my team now for roles that will look different in 12–18 months?
How do we create the best associates in the business?

What to expect:

✔️ Interactive Workshop
Led by Metric Sherpa’s Justin Robbins, explore the four pillars of Workforce Readiness—Acumen, Ability, Activation, and Alignment—to identify gaps and build momentum.

✔️ Takeaway Toolkit
Download the Workforce Readiness Playbook—full of actionable steps to future-proof your team.

Don’t miss this opportunity to discover how to build a frontline workforce that’s ready to lead in the AI era.

Empowered, Equipped, Engaged: A Blueprint for Future-Ready Contact Center Teams

Watch Recording

On-Demand Workshop | Free Resource: Workforce Readiness Playbook

We’ll explore the questions today’s leaders are asking:

How do I prepare my team now for roles that will look different in 12–18 months?
How do we create the best associates in the business?

What to expect:

✔️ Takeaway Toolkit
Download the Workforce Readiness Playbook—full of actionable steps to future-proof your team.

Don’t miss this opportunity to discover how to build a frontline workforce that’s ready to lead in the AI era.

Speakers

Justin Robbins

Founder & Principal Analyst, Metric Sherpa

Empowered, Equipped, Engaged: A Blueprint for Future-Ready Contact Center Teams

About Centrical

“CX leaders should stop isolating contact centers from other departments. Customer experience is increasingly cross-functional. In 2025, integrating CX insights across the organization will be critical to delivering seamless and cohesive experiences.”

“Knowledge Management: It is not exactly underrated but it will be bigger than what it is in 2025. Vendors are likely to boost R&D investment in knowledge management for contact centers in 2025.”

“Human-centered AI, where AI is used not just to automate and drop money to the bottom line, but used to service up insights to support team members and delight customers. I see generative AI with conversational context and tonal analysis as pretty critical here.”

“The myth that technology/AI is a quickly implemented CX superpower. Companies will realize that we can’t harness a lot of these gains without quality data that is clean and well-organized.”

“By 2025 the buzzword omnichannel may be on its’ last leg.  Customers want their issues resolved quickly and accurately and they would prefer not to need to contact us in multiple channels that we can see at one time.”

“For 2025, the main trend I’m watching is ‘AI agents’—bots powered by AI that are becoming more autonomous. Unlike basic responses, these AI agents can handle end-to-end customer interactions, reducing the need for human intervention. Expect significant developments from vendors.”

“Stop talking about AI. It’s like talking about the internet being a thing. It’s here. The better focus is start thinking about how AI enhances the lives of your team. So stop talking about AI and start doing something about it.”

“AI and CX will drive hyper-personalization, using consumer data to segment customers, deliver key messages, and provide fast, accurate responses. Technologies like chatbots and predictive analytics will close the gap between brands and consumers.”

One myth that will be debunked in 2025?: “Customers are on the edge of their seat waiting to hear what you have to say. We need to learn about what’s important to customers by asking more questions.”