Critical Issues
Navigate the future of customer engagement with confidence.
2025 Critical Issues
Each year, Council members vote on the most important issues facing the customer service industry, in their region of the globe. The annual Critical Issues become the key areas of focus for member discussion and Council events throughout the year.
AI Integration and Strategy
Areas of Focus:
- Proactively planning for smooth AI deployment
- Achieving the right balance between human expertise and AI capabilities
- Utilizing AI in quality management for call auditing, quality monitoring, and scoring
Developing the Next Generation of Leaders
Areas of Focus:
- Preparing and training supervisors for growth and advancement
- Equipping supervisors with effective team leadership and communication skills
- Recognizing and adapting to individual management and supervisory styles
- Career pathing and proactive succession planning
Harnessing Data and Analytics for Strategic Advantage
Areas of Focus:
- Guiding customer digital channel preferences to optimize data capture
- Achieving a unified, reliable source of truth from data
- Utilizing data to enhance personalization
Modernizing the Contact Center with Evolving Technologies
Areas of Focus:
- Integrating channels to create a seamless customer experience
- Optimizing ChatGPT and advanced tools for cost-effective solutions
- Unifying multiple platforms to simplify the agent desktop
Achieving Change Management and Adaptive Mindsets
Areas of Focus:
- Navigating initial resistance and guiding teams to embrace change
- Creating enterprise champions to ensure the contact center is indispensable to the entire organization
- Strategizing for disruption and securing C-suite buy-in
Keeping Pace with the Evolution of Customer Expectations
Areas of Focus:
- Anticipating and addressing modern customer needs
- Adapting KPIs and metrics to align with Employee Experience (EX) and Customer Experience (CX) transformations
- Raising the bar on personalization
- Harnessing AI to understand customer sentiment