3. Promote with intention. Entry-level diversity means little without leadership development. Investing in manager training makes this leap, fostering real paths for growth and advancement. Back that with mentorship, coaching, and performance metrics that value emotional intelligence / quotient( EQ) and cultural fluency, not just productivity.
DIVERSE TEAMS BRING PERSPECTIVES THAT BOTS CAN’ T. EMPATHY IS YOUR COMPETITIVE EDGE.
4. Recognize empathy as a differentiator. As AI and automation reshape contact center operations, human connection becomes more – not less – valuable. Diverse teams bring perspectives that bots can’ t. Empathy is your competitive edge.
WHY THIS MOMENT MATTERS
We’ re at a crossroads. The backlash against DEI is real: and often fueled by poorly integrated( no pun intended) or poorly measured efforts that made it easy to cut when budgets tightened or boards got nervous.
But the contact center industry can be a counterexample as it is uniquely positioned to lead. Not because it’ s politically correct, but because our business depends on human connection at scale. When our teams reflect the communities and customers we serve, everyone wins.
I don’ t think what we’ re doing at Boldr is radical. We’ re simply investing in people: and proving that it pays off.
So, to those of you leading contact centers today: this is your opportunity.
DEI
Don’ t retreat. Redefine the standard. Let’ s make inclusion a core metric of operational excellence.
In the end, inclusive hiring isn’ t a trend. It’ s a strategy. And it’ s one that contact centers are perfectly positioned to champion.
David
Sudolsky is Founder & CEO of Boldr, the Inc. 5000 global outsourcing Certified B Corp. that recently earned Minority Business Enterprise certification. David combines highly experienced operational excellence with a passion for empathy, equity, and impact. He is recognized in the 2025 MO( Momentum) 100 Top Impact CEO Ranking.
46 CONTACT CENTER PIPELINE
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