Silent quitting, poor agent engagement and low retention rates are having a negative and costly impact on contact center operational efficiency, service quality, and positioning in the market.
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Join our distinguished panelists as we dive into this topic and explore how to create a supportive, engaging, and productive work environment that fosters agent retention and success.
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Blake Dunlop, Discovery Limited Head of Retentions
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Christel Lategan, General Manager at Ucademy South Africa
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Neville Cousins, leadership coach, trainer and contact center advocate
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Kelly Hoffman, Ex-CEO and Founder of Vocalysd AI and Podcast
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Heather Turbeville, OnviSource VP of Marketing & Customer Success
What our experts will discuss:
Practical strategies related to agent engagement and retention in the contact center environment
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The startling costs of agent attrition
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Top tips to engage agents for the long term
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The emotional impact when agents leave and how to encourage the agents you have
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New tools and technologies that reinforce a positive work environment
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How to establish a culture that embraces feedback, training, and coaching