Something’s broken. As a contact centre leader, you’re struggling every day to retain great talent. Meanwhile, that same talent is likely your highest risk of churning out of the team. Why? And more importantly, what can you do to prevent it? Join training and customer experience experts for a discussion on what so many contact centres are getting wrong in their approach to agent development and retention and learn recommendations for reversing the trend and building an outstanding experience with tenured agents. 

In this session you’ll learn: 

• What’s going wrong in agent hiring, development, and retention efforts today 
• Key challenges of developing a best-in-class contact center training program 
• How does this problem relate to your Customer Experience and CSAT 
• Tips and strategies for addressing the challenges