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MCCA members unite annually to discuss topics and trends that shape the MB customer contact industry.

On December 14, 2023,  supporting members and partners of Manitoba Customer Contact were invited to participate in a morning session of discussions regarding current and future trends impacting the Manitoba customer contact Industry.

The morning kicked off with a motivational session delivered by Sheri Coburn - Sane & Satisfied. This session focused on tools for improving mental health, resiliency and engagement in the workplace. The hour was spent identifying the core elements of mental health & wellness, explaining the importance of developing a personalized regulation recipe, and setting us forward on a goal towards embracing meaningful, manageable & tolerable strategies as a personal and professional benchmarking tool.

Attendees then divided into 5 smaller groups and discussed the following topics:

  • Mental Health and Resiliency in the Workplace

  • Employee Engagement (Hybrid and Remote)

  • Online Training

  • Retaining Talent

  • AI - in the Contact Centre workplace

These five working group sessions were facilitated by MCCA Board of Directors. Each group was provided with questions to help guide their conversations. Group discussions developed into meaningful conversations and the results from these sessions were shared with the attendees.

This report provides a high level overview of these discussions with potential steps forward to help drive MCCA strategies and HR deliverables.

We thank you for your continued support in our efforts to contribute to the contact centre Industry in Manitoba.


We are the heart of the customer service and CX community; a community that is designed to be collaborative by default, sharing knowledge and inspiring curious minds to deliver customer service excellence.

Any questions or comments connect with

IRT 2023 Report
Download PDF • 2.24MB

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