Webinar Replay: HR Business Partnership for Customer Contact Employee Engagement
Add bookmarkDuring this webinar replay, we explored tactics for enhancing employee experience and employer value proposition for customer contact team members in today’s more flexible world.
Some key takeaways include:
- Customer contact leaders cited retaining talent as their most difficult and important challenge
- 40% companies performed worse on agent retention rate in the last year vs. pre-March 2020
- There are 7 competencies required of customer contact agents in today’s flexible world – and it’s not what we historically recruited and trained for
- There are 5 segments of candidate personas in today’s customer contact agent workforce
CMP Research is the research and advisory arm of Customer Management Practice, which brings you Customer Contact Week. We deliver independent, provider-agnostic insight and tools to help customer contact leaders make better decisions faster amid transformation.
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CMP is the organization behind Customer Contact Week, Customer Contact Week Digital, Customer Contact Week Exchanges, Customer Engagement Insider, and Design & Innovation Exchanges.