The Contact Center Command

Start Your New Year Strong: Leadership Insights for Contact Center Success

Welcome to the 3rd edition of The Contact Center Command and the first of 2025. I hope you all enjoyed the holiday season and used it as a great time to rest, relax, and recharge and are now ready to hit the ground running.

In this edition, we will talk about new years resolutions and if they really work. Next, we will talk about new tech trends to keep an eye on for 2025. We will then shift into new leadership techniques to work on for the new year and we will wrap up with potential challenges this year may bring us.

We sincerely appreciate all of you that have been with us or are just joining us on this journey and hope the new year brings you all much joy, success, and amazing customer experiences.

New Year, New Goals, Better Leadership

Now that we have crossed over into the new year we can put our full focus into our new goals for 2025. How do we want this year to go? Do we want to be the same person, leader, employee that we were for the last year? Do we want to change and grow? Do we want to be better, more focused, more engaged, more compassionate?

How do we get there and how do we stay motivated to stick to our new years resolutions? According to the research about 3 in 10 Americans made a new years resolution in 2024 and only about 9% of Americans end up keeping the resolution. YIKES! That doesn't sound very motivating, but don't worry, we here at The Contact Center Command are going to help you get started and set you up for success!

Goal Setting for Success

“Goals. There’s no telling what you can do when you get inspired by them. There’s no telling what you can do when you believe in them. There’s no telling what will happen when you act upon them.” - Jim Rohn

If you want your goals to succeed and YOU SHOULD, then you need to find the proper framework that has been proven to succeed. Using the SMART framework is a tried and tested method for success.

Tip: Use the SMART framework (Specific, Measurable, Achievable, Relevant, Time-bound) to set goals that will last.

In short, SMART goals are:

• Specific: Define exactly what you want to achieve. Avoid vague goals like "improve performance"; instead, say, "reduce average call handling time by 10%."
• Measurable: Include a way to track progress. Ask yourself, “How will I know I’ve succeeded?”
• Achievable: Set a realistic target based on your resources and abilities. Stretch yourself, but don't aim for the impossible.
• Relevant: Align the goal with your broader objectives or team priorities. Does it serve the bigger picture?
• Time-bound: Assign a deadline to create urgency and focus, e.g., “by the end of Q1 2025.”

For a deeper explanation and examples of tools you can use check out Asana 's article SMART.

Technology trends to watch in the new year.

Would any list be complete without including AI? Probably not.

1. AI-Driven Customer Insights: With advancements in AI, contact centers can gain deeper insights into customer behavior. Tools that analyze sentiment, predict needs, and recommend actions are becoming indispensable. Start by integrating AI solutions that align with your team’s workflows. Action Tip: Identify repetitive tasks that can be automated, freeing up your team to focus on high-value interactions.
2. Omnichannel Integration: Customers expect seamless experiences across channels. Unified communication platforms that connect voice, chat, email, and social media are critical for meeting this demand. Action Tip: Evaluate your current tech stack and prioritize tools that bridge communication gaps.
3. Workforce Optimization Tools: Modern platforms now include real-time analytics, performance tracking, and personalized coaching recommendations for agents. These tools help leaders foster growth and efficiency simultaneously. Action Tip: Pilot a workforce optimization tool with a small team and scale based on results.

What tools are you going to be introducing or looking forward to seeing? Join the conversation!

Leadership Techniques for 2025

Let's talk about leadership. What techniques or tips are you going to try in the new year? Are you frustrated with your results? Maybe trying a different style is right for you? Maybe a new tip or idea?

Here at The Contact Center Command we are highlighting:

1. Empower Through Care - Empower your team by focusing on their personal and professional growth. Show genuine care for their well-being through active listening and offering support when they face challenges. This builds trust and motivates individuals to excel. When you care about your people and support them you set the stage for success. “People don’t care how much you know until they know how much you care.” — Theodore Roosevelt
2. Motivate Through Recognition - Highlight the value each team member brings to the table. Regularly acknowledge their contributions and celebrate their successes to foster a sense of belonging and pride. Everyone wants to feel appreciated and acknowledged for their work and by doing it, you tell your team you care. “Appreciation can make a day, even change a life. Your willingness to put it into words is all that is necessary.” — Margaret Cousins
3. Lead With Empathy - Understand the unique needs and experiences of your employees. Approach leadership with compassion and adaptability, ensuring your team feels valued and supported. By establishing a culture of trust and support, you allow your team to be their best selves. “Treat people as if they were what they ought to be, and you help them become what they are capable of being.” — Johann Wolfgang von Goethe

Which of these ideas resonates with you? What will you be trying? Let us know!

Challenges for 2025

What challenges are on the horizon in the new year? What should we be looking out for that can throw us off our game?

1. Employee Burnout - There are constant changes for our employees and new expectations; with rising demands, burnout remains a pressing issue. Solution: Foster a culture of recognition and provide flexible scheduling options where possible. Encourage open communication about workloads and empower employees to take ownership of their time.
2. Adapting to Rapid Tech Changes: Staying ahead of technological advancements can feel overwhelming. Technology is changing at a blistering pace and constantly advancing. Solution: Dedicate time for continuous learning—invest in training programs and encourage team participation in tech demos. Create peer learning groups where employees can share insights and collectively adapt to new tools.
3. Customer Expectations: As expectations grow, delivering consistent excellence can be daunting. Customers continue to demand more and have higher expectations. Solution: Build robust feedback loops to continuously refine processes and meet evolving customer needs. Leverage customer journey mapping to identify pain points and proactively address them.

Wrap up

As we wrap up and embark on 2025, now is the perfect time to take actionable steps toward transforming your leadership and contact center strategies. Reflect on the ideas shared in this edition and identify one or two key areas that resonate with your goals for the year ahead. Whether it's embracing new technology, fostering a culture of recognition, or optimizing your team’s performance with advanced tools, every step you take brings you closer to achieving remarkable outcomes.

I encourage you to share your thoughts and feedback with us. What resonated most with you? Are there challenges you're currently facing that you'd like guidance on?

Comment or reach out and connect with us on LinkedIn—let’s keep the conversation going!

If you’re ready to elevate your leadership in 2025, consider how our tailored coaching services can support you in developing your full potential. With a clear strategy, the right tools, and a strong focus on growth, you and your team can achieve exceptional results.

Let’s make 2025 the year of leadership excellence. Together, we can turn challenges into opportunities, drive sustainable success, and inspire lasting change throughout your contact center.

Stay connected, stay motivated, and lead boldly!