The Contact Center Command

2025 is here!

I hope everyone enjoyed the holidays and was able to rest and rejuvenate. We have started the new year and we are already a month in. I hope everyone is sticking to their new year's resolutions and using the tools and ideas we talked about last time in order to make them stick this year.

This year has already brought some very interesting and exciting developments in the #ContactCenter industry.

We are seeing continued #AI integrations that are transforming how we do #QA and reshaping customer support.

微软 is making a big push this year into the Contact Center field with the launch of Microsoft Dynamics 365 Contact Center. Check out a great article highlighting this new service from CX Today here.

We are also seeing a continued shift in perspective of the contact center from #CostCenter to #ValueCenter. Very in depth article highlighting this important conversation from CMSWire here.

This month we will be focusing on:

?? Adapting to Change - Leading With Agility in Contact Centers

?? Coaching for performance - From Feedback to Growth

?? AI & Automation: Transforming QA for Smarter Performance Management

Let's get into it and take Command! ??

Adapting to Change: Leading with Agility in Contact Centers

Contact centers are a highly fast paced environment and change is constant. There are changes to the technology and systems that we use, policies and compliance, and higher customer expectations. It can be daunting and challenging to thrive in an environment that is ripe with change.

Furthermore, research has continued to show the negative effects that change can have on our happiness and mental health. An SHRM article (linked here) was just written about how mental health has become a workplace challenge. It goes into detail about how a mental health crisis has entered the workplace and how it is up to the leaders to make sure change is implemented effectively. When change is not managed properly it can contribute negatively to a person's overall happiness and mental health.

So what can we do? How do effectively role out change so that we are supportive of our teams and accomplish the necessary business tasks.

The Role of Leadership in Mitigating Stress:

If teams adopt a proactive change management strategy, they tend to adapt better and experience less stress.

Key factors include:

?? Clear Communication: Transparency about upcoming changes helps reduce anxiety.

?? Support Systems: Providing resources such as training or counseling can buffer the negative impact of change.

?? Inclusion in Decision-Making: When employees feel they have a voice in the change process, they experience a greater sense of control, reducing stress.

Practical Framework – The 3R’s (Recognize, Reframe, Respond): This framework isn’t just a leadership tool—it also aligns with research on stress management. Recognizing the emotional impact of change, reframing challenges as opportunities, and responding with concrete support can create a more resilient workplace environment.

Coaching for performance - From Feedback to Growth

As leaders, we are tasked with the important goal of ensuring our employees are growing and progressing in their skills and careers. How do we do that? How do we give feedback to our employees that is focused on growth and doesn't feel like we are picking on our employees or micro managing?

Great coaching isn't about pointing out mistakes - it's about guiding agents toward continuous improvement. When coaching becomes part of your daily routine and part of the daily operations of your business as opposed to a "scheduled event," performance THRIVES.

?? Practical Framework - The GROW Method: ??

? Goal - What is the employee trying to achieve?

? Reality - Where are they now and what is holding them back?

? Options - What strategies or methods can help them improve?

? Will - What specific action(s) will they commit to?

?? Coaching Challenge ??

Schedule at least one micro coaching session (5 - 10 minute) this week with an employee and use the GROW method to guide the session.

?? PRO TIP - Coaching works best when it is ongoing and collaborative. It isn't just about giving the feedback, but having a dialogue. Ask open ended questions to help direct the conversation. Find out the employee's perspective and how they are feeling about the feedback. Asking questions can help the employee reflect on the feedback and take ownership of the journey.

AI & Automation: Transforming QA for Smarter Performance Management

AI driven QA is literally changing the game in contact centers. Traditional QA processes often rely on random sampling, measuring only a fraction of the interactions your agents are having with your customers. AI powered QA however can measure 100% of the interactions. This provides much deeper insight and analysis into the experience your customers are having.

?? Benefits of AI-Enhanced QA ??

?? Faster Feedback - AI provides real time insights, allowing managers to address coaching needs immediately as they are happening.

?? Fair & Consistent Scoring - AI removes human bias by analyzing all interactions using the same criteria.

?? Actionable Insights - AI doesn't just flag issues, but it can identify the root causes of why they are happening. This helps leaders coach more effectively.

?? How to Leverage AI in Coaching - Instead of relying on AI strictly for compliance purposes, use it to assist in your coaching sessions. Have it evaluate your employees interactions and provide the insights into what needs to be addressed. This is true for hard skills as well as soft skills, such as active listening and empathy. Pairing AI analytics with real-time coaching can drive meaningful and measurable performance improvements.

?? Takeaway: AI isn't taking away the need for strong leadership - it's empowering leaders with even better tools to help support your mission of coaching and guiding your employees.

In Closing - Take the Next Step in Your Leadership Journey

Leading a contact center in today's world means mastering change, coaching with impact, and leveraging AI to drive success. The strategies and ideas discussed here in this edition of The Contact Center Command give you the tools to elevate your leadership and empower your team.

Let's Continue The Conversation!

Follow me Shmuel Saklad for more insights on contact center leadership, or let's connect for a one-on-one coaching session at The Leadership Hub to take your leadership skills to the next level. ??