I work for a Financial Services Company that is evolving from a Call Center to more of a Contact Center Model (Interaction with customers is through several types of Media). Does anyone know of where I can find research or information on what skills/ competencies will be needed by the Contact Center Leadership and Management? Thank you for any information you can provide

We are making a similar shift right now, and there is a LOT to think about! if you Google Knowledge Centered Support, you will find a lot of interesting information. We are using KCS as a cornerstone of our shift and this information should help you out. Good luck!