The Leadership Gap: Why Frontline Managers Are the #1 Driver of CX Performance in 2025
And what the most successful CX organizations are doing now to prepare for 2026.
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This webinar reveals how frontline leadership competencies directly impact CX performance, engagement, and retention — and how top-performing customer contact centers are building stronger leadership benches. You’ll also see how your own leaders compare to industry benchmarks.
You’ll learn:
- The leadership competencies most predictive of high-performing CX teams.
- How leadership effectiveness influences agent retention and coaching outcomes.
- What top-quartile organizations are doing differently — and how to benchmark your own leaders.
- Where most customer contact centers fall short — and how to identify your own gaps via benchmarking.
