Empowering Frontline Managers in the Age of AI

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Frontline managers play a critical role in any contact center, directly impacting employee engagement, performance, and ultimately, client retention. However, current challenges – difficulty accessing data, limited professional development, and competing business priorities – hinder their ability to effectively coach and support their teams. This session will delve into the strategic importance of the frontline manager experience in today’s AI-driven contact center.

This session will showcase how leading enterprise organizations can demonstrate the measurable benefits of a well-defined frontline manager experience on key metrics like employee retention and client satisfaction. Join us and gain actionable insights to elevate the supervisor experience, ultimately unlocking improved operational efficiency and a competitive edge in this new era of AI-driven contact centers.

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Speakers

Corey Mustard

Solutions Consultant at Centrical

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Empowering Frontline Managers in the Age of AI

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.”