Diversity, Equity & Inclusion in the
Contact Center
Brands of all sizes and stripes are implementing new policies and practices to ensure everyone has equal access to opportunities and success. In order to remain competitive, contact centers must demonstrate to both current and prospective clients they’re also working to make progress in this regard.
In this Community Chat, our panelists discuss the contact center’s role in promoting and supporting workplace diversity, equity and inclusion, as well as what resources are available to help businesses implement impactful, lasting change.
Meet Our Panelists
Senior Director of Community & Culture
Jiquanda is passionate about connecting people with opportunities at work and in their community. As senior director of Community and Culture at Concentrix, a $5B customer and technology engagement organization, she leads efforts for equity and inclusion, wellbeing and ethics, sustainability and responsibility. Her team is laser focused on sustaining an equitable and inclusive workplace that reflects the diversity of Concentrix clients. They are the magic that creates a sense of belonging, where everyone can be their authentic selves, are at their healthiest, and feel valued.
Rob Marshall, AnswerNet, Director of National Client Solutions
Member, PACE Board of Directors
Fred Shadding, The Call Center Source, Founder and Chief Advisor
Fred has spent the last 2 decades of his career devoted to creating outsourced contact center solutions, having served in multiple roles as VP, SVP & EVP of Business Development for leading BPO firms SITEL, iQor, Cyber City Teleservices, Stellar and Bill Gosling Outsourcing during his 20+ year industry tenure. He started his own firm, The Call Center Source, in 2016 to provide effective pre-vendor selection support and outsourcing counsel. A proud HBCU graduate of Delaware State University (BS) and Howard University (MBA), he resides in the Washington, DC metro area with his family.
About CH Consulting Group
CH Consulting Group is a team of business consultants with vast experience in inbound and outbound sales optimization, implementation, vendor selection, operations, technology, management, etc. CHCG is comprised of thought leaders in the Contact Center industry with more than 250 years of collective industry experience in enhancing the customer experience for the evolving omni-channel contact center.
We have been on both sides of the coin: on one side we have been owner/operators or internal contact center executives, on the other side we have delivered results as BPO Contact Center solution providers. The network of consultants that we have spent years cultivating is one of our greatest assets in offering our clients the best experience possible.
PACE