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CDM remains an important part of our operating model. This is about growing together. We're sharing this openly because you're part of the plan.
Your headcount remains stable — what changes is how agents are assigned. Growth plus smarter tools shift your team onto higher-value work, with agent assignment the variable as we optimise across the operation.
The automation focuses on repetitive, non-customer tasks first — freeing your people to do what humans do best: judgement, empathy and great service.
We acknowledge the tools we've provided haven't always kept pace — and that's affected performance. The new structure fixes those conditions, so CDM can perform at its best.
CDM is strategically important to 365, and we're grateful for the partnership. This transformation is about giving your team the tools to do their best work — and growing together into the next phase.