Is your organization’s turnover costing you? Lost opportunities, performance challenges, and increased costs, low morale can be just some of the negative impacts. Attrition is one of the biggest challenges in the contact center industry today. In the era of the “Great Resignation” and “Quiet Quitting” learn what you as a leader should do to retain and engage your talent.
Pro tip: Make data analytics your friend, and remember people ultimately make the difference.
Data Analytics offers you insights into the trends that are happening in your organization and with your customers, which can help better equip your team, and improve employee engagement and ultimately retention. Is your organization using data effectively? To make the most use of the data, you first need to build a strong data-driven culture in your organization.
Data will take the “guesswork” out of how to effectively equip your team with behaviors that are proven to drive successful outcomes. Both employee engagement and employee retention can be effectively measured, understood, and improved with the help of data analytics.
Below are a few takeaways from our session that will get you started.
- Engage and retain the talent using data
- Uncover the hidden insights in your customer interactions
- Incorporate the right coaching for employee development
- How to bridge the gap between performance monitoring and performance management
David Carrizales – SVP – Operational Excellence, Etech Global Services
Kaylene Eckels – Chief Operations Officer, Etech Global Services