Xavier Rodriguez joins us and shares the importance of good leadership: "sometimes, you're not the best one on the technical side, but if you are a good leader, you will manage your team."

"It's not a thing you do, it's a way you do what you do." - Lee Coulter

"Try and reorient yourself to run like a business. Because that's what businesses do." - Tony Saldanha

"A lot of folks are raising their hands. Our challenge within is, we actually have to keep up in the up-scaling effort, truly understand what the change means and define what are the appropriate training components." - Nadia de Villa

"It's not a thing you do, it's a way you do what you do." - Lee Coulter

"Consider what we need to solve and then consider what is the data that we need." - Tula Heikenan

"When we talked about transformation, we really looked at what are the core processes that will enable future growth." - Steven Jo

"What you're looking for is the benefit of hindsight and of vicarious learning from others' experience is that you can effectively leapfrog a few steps." - Viral Chhaya

"We're growing year over year, so it's not like we're looking to identify populations to exit from our organization. We want them to do meaningful work. We want them to be focused on the client needs, doing problem solving." - Steven Jo

As customer demands change, so too do expectations for contact center employees. Workforce management is consequently taking on renewed importance, and Thomas Kim of CIBC shares best practices in this exclusive interview.