Countering Contact Center Attrition

Presented by

Tracy Santos, Program Director, Manpower and Nimo Shah, Senior Business Analyst, ManpowerGroup

About this talk

Your inbound and outbound call teams directly interact with your customers and impact satisfaction, word of mouth and revenue. Yet attrition in contact center/customer service roles is a chronic problem for many organizations—whether you have dozens of agents or a handful of phone reps. Are these simply high-turnover roles? We don’t think they have to be. Hear from Manpower’s contact center experts how to better manage attrition and increase your ROI. Expert Insights on Contact Center Talent Join Manpower on Thursday, September 11 when Tracy Santos, Manpower Program Director and 30-year Contact Center veteran, and Nimo Shah, Senior Business Analyst and former Staffing Specialist, share their insights on tackling attrition and producing a higher ROI. They will discuss: • The national average for attrition in contact center/customer service roles and how to compare that to your attrition rates • Best practices on how to hire-to-retain • Internal and external factors that make a difference in cultivating performance and loyalty Plus, they’ll share real examples of how Manpower has moved the needle on retention and satisfaction. This program has been approved for 1 recertification credit hour toward PHR, SPHR and GPHR recertification through the Human Resource Certification Institute (HRCI).

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