AI Leadership: Workforce Transformation

Learning Level: Manager, Strategic Leader

Format: 4 Hours

Delivery: Virtual

AI changes more than technology. It changes work itself. During this interactive learning experience, learn how AI may impact roles in your operation and how to guide your people through workforce transformation with confidence, clarity and trust.

The biggest challenge in AI adoption is rarely technology. It’s people.

This course explores how AI affects roles, responsibilities, career paths and workforce capability across the contact centre. You’ll examine common concerns around automation and develop practical approaches to engaging your people throughout the journey.

Together, we’ll explore emerging skills requirements, AI literacy, new operating models and workforce redesign strategies that support both organisational performance and colleague development.

As part of the wider AI Leadership Programme, this session helps you create a climate of success where people feel supported and valued through change.

Course content

The reality of AI’s impact on jobs
Exploring common myths and misconceptions about AI-driven job losses and understanding the leadership response required.

How roles evolve as AI matures
Examining how tasks, responsibilities and expectations shift as organisations increase their use of AI.

Redesigning career pathways
Understanding the implications for early and mid-career roles and identifying new development opportunities.

AI literacy and workforce readiness
Building awareness of the knowledge, skills and behaviours needed to work effectively and safely alongside AI.

Developing future skills
Exploring approaches to reskilling and upskilling teams in response to changing business needs.

Workflow redesign in practice
Understanding how AI can reshape processes, remove friction and create opportunities for more valuable human contribution.

Cross-functional collaboration and innovation
Enabling teams to prototype, test and refine new ways of working through collaborative approaches.

Planning for workforce transition
Mapping the likely impact of AI on key roles, identifying implications and developing practical strategies to support change.

Leading adaptation and change
Creating the conditions for people to embrace new work patterns and thrive in an AI-enabled future.

Learning outcomes

Explore how AI changes tasks, responsibilities and workflows across customer contact operations.

Separate myths from realities around AI and job displacement, enabling you to communicate change with clarity and credibility.

Recognise how increasing AI maturity influences role design, responsibilities and progression opportunities, particularly for early and mid-career colleagues.

Understand the importance of AI literacy, safe AI use and continuous reskilling to support organisational success.

Learn how to redesign workflows, encourage experimentation and support cross-functional collaboration in an AI-enabled environment.

Anticipate the likely effects of AI on key roles and develop practical approaches to helping colleagues adapt to changing work patterns.

Understand how leaders can build confidence, trust and resilience as teams navigate ongoing technological change.

Who should attend?

Contact centre professionals responsible for workforce and organisational change.

What will you learn?

Prepare people, roles and skills for AI adoption.

How much is it?

Module 3 of programme (£3600 plus VAT Members receive 20% discount) Standalone pricing £499 plus VAT Members receive 20% discount

Format Info

3 hour online workshop, using Zoom

Group discount

Additional discounts available for group bookings

Enquire

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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0333 939 9964
info@ccma.org.uk
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Covent Garden
London
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