There's no better way to wrap up 2025 than to reflect on our wins and the people who helped us achieve them. No strangers to transformation, a few of our CCWomen+ members share their growth journeys and how community contributes to their upward trajectory.
1. Can you share a moment where you pursued and met a career milestone? What resources helped you succeed?
Katherine Gallacher: I prefer to reflect on my past achievements rather than focusing on future goals. Personally, I find the question, "Where do you see yourself in five years?" somewhat distracting as when I look backwards, I am often intrigued at what I was able to achieve. The successes, challenges, and new directions I've taken are often unpredictable and had you asked me 5 years earlier, I never would have predicted the outcomes.
I prioritize continuous learning, improvement, and growth, embracing the journey and making sure I have fun along the way.
While SMART goals work for many, I personally find rigid step-by-step instructions demotivating, and for me, it takes away the excitement of life’s uncertainties and the unexpected opportunities that might come up along the way. Instead, I set strategic goals for myself. For example, this year I am focused on improving my knowledge in project management. I might aim to increase my knowledge of strategic planning and will focus my efforts on working towards that goal.
The resources and tools I've used during my career journey range from formal to informal. Informal resources such as my network of mentors, advocates and promoters have been instrumental in supporting the advancement of my career. I encourage you to discover who your promoters are within your organization.
Ask to attend the conferences, even if it feels scary to ask. Often conference websites will have information you can share with your superior, to help facilitate and support the reason for your attendance. Research accounts, such as Gartner, offer me critical support as I navigate and research new technologies and work through strategic plans developments and budgeting.
Conferences like CCW and the CCWomen community have been vital resources for me, allowing you to connect and network with talented individuals across the world who are navigating similar challenges in their own corporations. Networking with these individuals is like having personal coaches everywhere, offering firsthand insights into what works and what doesn't.
Lisa Strate: One of my most significant career milestones occurred after I was laid off from a corporate role I loved. I leaped into a decentralized start-up focused on Blockchain and Crypto, a completely different world where community votes, not corporate hierarchies, make decisions.
A former CFO reached out and asked me to lead his support team. Blockchain is a fast-changing and complex industry, and I was told it would take a year to fully understand and manage both the team and our sales relationships. Trust was the foundation. I leaned on the support of colleagues and, most importantly, my team of representatives, who believed in my leadership.
Seven months in, I can confidently handle most challenges, drive sales growth, and support key initiatives, such as launching an AI bot and resolving high-priority customer issues. The recognition I’ve received from the company reinforces that taking this risk was the right decision, and I’m proud to be part of an industry with so much potential.
2. How did the CCWomen community empower you to reach your professional goals?
Katherine Gallacher: I attended my first CCWomen event in 2022. COVID restrictions had recently ended, and my mentor and Vice President had left the company I work for a few months earlier. As a leader, I was exhausted and navigating a new boss (who has since become an incredible mentor). My confidence was non-existent. I was lost and scared, unsure of my value or how to navigate the new work environment, which was full of strong and experienced executives who did not know me.
The session I attended was on negotiating your compensation. I spent most of it holding back tears, not realizing how much I needed to hear what they shared. CCWomen is an incredible community full of inspiring women and allies in the contact center industry. Like-minded individuals, often in similar roles sharing their experiences and expertise as they navigate their own careers. They provide well-researched tools and techniques on a variety of important topics that impact women leaders.
The sessions and opportunity to be in such a supportive environment invigorated me. I left with a newfound energy and inspiration. Once back in the office I immediately got to work on a reclassification request. I knew the amount of responsibility I had was deserving of a higher classification but had never taken the time to directly detail and highlight the value my role brought to the organization. The review was successful, and my title was changed from manager to director.
That was only the beginning! CCWomen has inspired me in so many ways, from increasing my confidence, and public speaking abilities to reminding myself I deserved the space to speak up, share my ideas and promote myself. I participated in an onstage panel discussion at CCWomen in Orlando, Florida. In 2022, I would never have done a public speaking event, but today I am proud to advise that I continue to challenge myself to accept more speaking opportunities.
I want to encourage every woman working in the contact center industry to attend a CCWomen summit and experience this community firsthand. You will be meeting the most inspiring group of women I've ever had the pleasure of connecting and engaging with.
Lisa Strate: The CCWomen community played a massive role in helping me reach my professional goals. The support and connections I built there were incredible—when I was job hunting, so many members and allies reached out with advice and leads through our weekly updates.
Their encouragement, especially when I leaped into the blockchain industry, gave me the confidence to embrace a bold new path. Even today, members continue to reach out to learn about my industry or ask how they can support me in this exciting and relatively new role.
Looking for more career success stories? Read our full issue here!