Recorded Webinar: 7 Strategies to Improve Staff Retention


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Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Sandra Thompson, Exceed All Expectations

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  • Charlene Gillam, NICE Systems

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Topics to be discussed

  • Why staff leave contact centres
  • Reducing employee attrition
  • Recruiting agents who are less likely to leave
  • Promotion and Progression
  • Improving internal communications
  • Encouraging agents to share their opinions
  • Making the workplace fun
  • Treating agents as individuals
  • Creating opportunities for team bonding
  • Coaching Resilience in Training
  • The role of technology
  • Top tips from the audience
  • Winning tip – “We have allowed employees to split their work day between the call centre and other departments. It allows for a break in just taking phone calls and gives them the opportunity to audition for other leaders in the company” – thanks to James54

Original Webinar date: During our Online Conference – March 2018


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This webinar was brought to you by Call Centre Helper and is sponsored by NICE.

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