Community of Practice – HR-2027-01 – Diversity and Inclusion
2027-01-06 09:00 - 10:30 (America/New_York)
• Case studies
• Best practices
• Minority representation
• Subsidy programs

Benchmark Meeting – TECH-2026-03 – Workforce Planning
2027-01-12 09:00 - 10:30 UTC

Community of Practice – OPER-2027-01 – Compliance with Rules and Legislation
2027-03-10 09:00 - 10:30 (America/New_York)
• Compliance operating model
• AI
• Best practices

Community of Practice – TECH-2027-01 – Long-Term PDE
2027-04-07 09:00 - 10:30 (America/New_York)
• Examples – models
• Demos
• Emerging technologies
• AI

VP Breakfast – 2027-01 – Montréal – The Future of Your Organization
2027-04-15 09:00 - 11:00 (America/New_York)
• Private vs. public sector
• Realities
• What shapes organizational design (economic structure?)

VP Breakfast – 2027-01 – Québec – The Future of Your Organization
2027-04-16 09:00 - 11:00 (America/New_York)

Benchmarking Session – 2027-01 – TECH – Future Outlook
2027-04-21 09:00 - 10:30 (America/New_York)

Community of Practice – HR-2027-02 – Performance Workload and Key Indicators
2027-05-11 09:00 - 10:30 (America/New_York)
• Impact of KPI volume on employee anxiety
• Identification of truly relevant KPIs
• Simplification and alignment of performance measures

Team Leaders Training – 2027-01 – Development Plan
2027-05-26 09:00 - 12:00 (America/New_York)
• Structuring the plan
• Implementation approach
• Hands-on practical exercises

Community of Practice – OPER-2027-02 – Governance
2027-06-09 09:00 - 10:30 (America/New_York)
• Position of the CCC within the organizational chart
• Level of strategic decision-making authority
• CCC considerations: operational cost? CX lever? strategic asset?
• Existence of formal governance
• Level of alignment with other departments
• Clarity of communication of strategic directions

Community of Practice – TECH-2027-02 – New Robotic Applications
2027-08-25 09:00 - 10:30 (America/New_York)
•2 use cases

Benchmark Meeting – 2027-02 – TECH – Calculation of Contact Center (CRC) Operational Efficiency
2027-09-15 09:00 - 10:30 (America/New_York)

Community of Practice – HR-2027-03 – Employee Engagement, Motivation, Recognition, and Appreciation at Work
2027-10-06 09:00 - 10:30 (America/New_York)
• Unionized – Non-unionized employees
• In-office – Remote work
• Use cases
• Best practices

VP Breakfast – 2027-02 – Montréal – Executive Succession Planning
2027-10-21 09:00 - 11:00 (America/New_York)
• Existing / Non-existing?
• Plan
• Means
• Training

VP Breakfast – 2027-02 – Québec – Executive Succession Planning
2027-10-22 09:00 - 11:00 (America/New_York)

Team Leaders Training (Unionized Organizations) – 2027-02 – Courageous Conversations
2027-11-03 09:00 - 10:30 (America/New_York)
Rules
Follow-ups
Compliance
Accountability

Team Leaders Training (Unionized Organizations) – 2027-02 – Courageous Conversations
2027-11-24 09:30 - 12:00 (America/New_York)
Absenteeism, lateness, presenteeism, engagement, productivity, hygiene, rules, non-negotiables

Team Leaders Training (Non-unionized Organizations) – 2027-02 – Courageous Conversations
2027-11-24 13:00 - 16:00 (America/New_York)

Community of Practice – TECH-2027-03 – Legal Implications of Technology
2027-12-07 09:00 - 10:30 (America/New_York)
Monitoring
Intelligence monitoring
Surveillance

Benchmark meeting - 2027-03-TECH - Customer Satisfaction Measurement
2028-01-12 09:00 - 10:30 (America/New_York)
