Leading Through Workforce and Operational Uncertainty in the Contact Center
Customer contact leaders are navigating unprecedented workforce and operational uncertainty—balancing layoffs, outsourcing roles, and feeling the costs of AI-driven transformation.
This webinar explores how to lead through difficult realities while maintaining team engagement, managing trust across evolving workforce models, and making difficult decisions with clarity and empathy.
Join us for a candid discussion on how to stabilize operations while supporting your team amid constant change.
Elevate Your Impact Through an Inclusive Company Culture
Any organization can label itself as inclusive, but what does it look like in action? How can leaders set an example? Do employees feel respected and seen for who they are and for what they bring to the table? Without a concrete structure, sentiment alone won't be enough to drive actual change. And when inclusion is no longer at the heart of your company culture, underrepresented voices will get left behind.
Kamana Khadka, Founder and Chief Multiplication Officer of Inclusion Multipliers, joins our CCWomen webinar series to discuss a more holistic approach to prioritizing inclusion. Go beyond traditional bias training and diversity workshops that don't stick. Engaging in relevant, research-driven practices will help you:
Fix broken systems that overlook diverse talent
Strengthen trust between leaders and team members
Celebrate employees authentically and meaningfully
Nurture psychologically safe workplaces
Ensure that your inclusion strategy scales sustainably
AI in the Contact Center: What Actually Works and What Leaders Get Wrong
AI is transforming the contact center but not always in the ways leaders expect.
Many organizations are investing heavily in AI with assumptions about efficiency, automation, and customer adoption. Yet in practice, customers often bypass AI to reach agents, ROI is harder to prove, and teams discover too late that they’ve built on the wrong foundation.
In this webinar, we’ll separate hype from reality and explore what’s actually working in AI-driven contact centers today. From common missteps to overlooked customer behaviors, we’ll examine why some implementations fall short and how leading organizations are getting it right.
You’ll learn how to align AI initiatives with real customer needs, evaluate true efficiency gains, and make smarter decisions when selecting and implementing AI solutions.
