Five leadership priorities for changes in work, skills and accountability

As AI takes on more routine customer interactions, the work left to contact center employees is changing.

Teams may face more complex cases, difficult escalations, and greater responsibility for evaluating AI-generated recommendations. 

Meanwhile, leaders must rethink how they develop skills, measure performance, and maintain accountability.

Properly preparing your workforce for these changes is crucial.

Start with the people, processes, and decisions that matter most.

Drawing on CCNG’s five pillars and insights from Forrester’s research, Preparing Your People for an AI Enabled Service Workforce offers practical guidance to help contact center leaders assess workforce readiness and make more informed decisions about AI adoption.

Use this resource to:

• Prepare your people for changing roles: Identify the skills employees need as AI takes on routine tasks and human work becomes more complex.

• Build trust through involvement: Bring frontline employees into the process, address their concerns, and give them a voice in how AI changes their work.

• Measure what actually improves: Look beyond automation rates and time savings to evaluate customer resolutions, employee effort, and operational value.

• Strengthen your AI foundations: Improve knowledge management, clarify accountability, and prepare teams to handle unreliable AI responses and service disruptions.

• Rethink partner responsibilities: Review how changing workloads affect service expectations, oversight, and accountability with outsourcing partners.