Hiring and Retention Trends & Strategies for the Contact Center Industry

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Presented by

Brandie Gatlin, Sr Dir CX; Tina Suthers, Sr Dir WFM; and Andrea Christian, Sr Consultant WFM, The Northridge Group

About this talk

The Northridge Group’s Tina Suthers, Brandie Gatlin and Andrea Christian host an informative discussion on current contact center trends, considerations and best practices. The pandemic presented a host of hiring and retention challenges for contact centers and many are facing a new normal. Learn what’s important to employees now and what employers can do to retain good employees, recruit high potential candidates and increase employee engagement.

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CCNG receives ongoing feedback from our management members in contact center and customer care about the relative hot issues they are most interested in discussing with peers. We bring these Hot Topics to you with regular webcast content provided by our members and partners. Managing your contact center operations to achieve exceptional customer care in your organization requires access to information about the technology, processes, human capital management, and peer knowledge & experiences. CCNG members share their experience and best practices in how they manage customer care in their enterprise contact center operations to improve the overall customer experience. This channel features webcast presentations by thought leaders and award-winning operations who cover the key topic areas in this increasingly changing and dynamic field.