What you will learn

Our distinguished panelists discuss practical strategies related to agent engagement and retention in the contact center environment

 

You'll learn how to create a supportive, engaging, and productive work environment that fosters agent retention and success.​

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• The startling costs of agent attrition 

• Top tips to engage agents for the long-term

• The emotional impact when agents leave and how to encourage the agents you have

• New tools and technologies that reinforce a positive work environment

• How to establish a culture that embraces feedback, training, and coaching

 

Panelist:

• Blake Dunlop, Discovery Limited Head of Retentions

• Christel Lategan, General Manager at Ucademy South Africa

• Neville Cousins, leadership coach, trainer and contact center advocate

• Kelly Hoffman, Ex-CEO and Founder of Vocalysd AI and Podcast

• Heather Turbeville, OnviSource VP of Marketing & Customer Success 

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