CCNG’s November Town Hall Will Be Led by Roger Lee, Senior VP, AI Success and Sustainability at Ruffalo Noel Levitz
In 2025, contact centers must adapt to a rapidly evolving landscape shaped by changing customer expectations, technological advancements, and the ongoing need for efficiency and personalized service. They will need to continue to focus on three key areas: people, processes, and technology. The following are conversation starters on what I am seeing and hearing from industry leaders.
People: AI-Augmented Support: AI tools should support agents with real-time data and recommendations. AI can help agents quickly find solutions, handle routine tasks, and focus on high-value interactions, reducing stress and improving job satisfaction.
Processes: Continuous Improvement and Data-Driven Insight: Using analytics to drive continuous process improvements will be fundamental in 2025. Contact centers can identify bottlenecks, improve workflows, and enhance service quality by collecting and analyzing data on customer interactions, feedback, and agent performance over time.
Technology: Security and Privacy: As data privacy and security concerns become even more critical, especially with stricter regulations like GDPR and evolving cybersecurity threats, contact centers must invest in technologies that ensure secure communication channels and the protection of customer data.
What will be your specific areas of focus as we head into 2025? Let’s share, learn, and support each other.
Meet Your Member Facilitator
Roger Lee
Roger Lee oversees RNL’s solution portfolio including product management, product marketing, new product engineering, applied AI and data science. He works closely with internal and external
stakeholders to deliver a seamless and exceptional experience at every stage of the client journey.
He has over twenty years of extensive expertise spanning finance, operations, service management, and quality assurance. Throughout his career, Roger held numerous top-level roles
in contact centers and technology solution firms. He’s recognized as an “other-centered leader,” renowned for nurturing transparent environments and prioritizing attentive engagement with both
employees and clients.
During his worldwide journeys, Roger has delivered numerous dynamic presentations and authored articles focusing on customer experience, covering topics such as the significance of CX, VOC, and AI governance maturity models.
Roger holds certifications as a Six Sigma Black Belt, generational trainer, and as a COPC leader. Additionally, he has fulfilled the role of a team leader at the Performance Excellence Network
(formerly known as the Minnesota Council for Quality), where he evaluated organizations using the Malcolm Baldrige criteria.
It’s imperative to be responsible, transparent, and ethical when designing, deploying, and using AI solutions. Roger encourages feedback, questions, and discussions regarding the ethical use of AI in academia. Feel free to reach out to him via email at [email protected].
