Resilience: Linchpin of Workplace Sustainability

Presented by

Kathleen Gramzay, Founder of Kinessage LLC

About this talk

In a recent CCNG Member Town Hall, Kathleen Gramzay lead a discussion on how resilience can be the linchpin of workplace sustainability and the impact on contact center and customer support Operations. Leaders are facing a myriad of challenges today. Burned-out employees, retention and recruitment challenges, higher benefit, DE&I, and social responsibility expectations, in addition to market and supply chain concerns. How can a resilience strategy help leaders anchor their organizations for sustainable success? This discussion addresses: • The role of resilience as it relates to today’s leadership challenges • Why resilience is a leadership mission more than an HR initiative • Why executing a resilience strategy makes economic and cultural sense • 3 Key components to implementing a resilience strategy
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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.