ShyftOff's 2025 Predictions Report

AI is here for the long run—here's how to plan for what comes next

In countless industries, AI has already made astonishing leaps forward, so it’s no surprise that contact centers are now catching on.

Our 2025 outlook suggests that AI will indeed revolutionize the contact center landscape, but there’s a critical catch: AI adoption will introduce an unprecedented ripple effect. Without a comprehensive overhaul of your CX operations, you risk undoing the very progress AI promises to offer.

Discover why 2025 is a turning point, calling for carefully planned investments in hybrid models that enhance both customer experience and workforce agility. It’s time to strike the right balance between AI’s capabilities and human expertise—so you can embrace the future with confidence and build resilient, high-quality experiences your customers expect.

What's in the report:

• The state of contact center AI adoption
• How to measure the impact of AI
• Understanding the AI ripple effect
• The ideal staffing mix for AI-driven operations