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  • The Contact Centre Network – Tackling high demand & high attrition
    May 26, 2022
    1:00 pm - 2:00 pm

This month we invite some contact centre veterans to the stage to have a balanced debate about how we tackle some of the Contact centre challenges around manging High Demand and reducing attrition. To help us explore what options we have we invite the recruitment view from our guest panellist Joe Lightfoot from Spencer Joseph recruitment, as a specialist contact centre recruiter and operational contact centre veteran Joe brings a wealth of experience and multiple perspectives.

After a successful introduction to the Contact Centre network where we discussed Leadership and Culture, Al Hughes from FAB outsourced Solutions, re-joins us to give the outsourced perspective, as an industry that has a history of high attrition and high volume contact Al understand how to minimise the risk and manage the demand through multi channel capabilities.

As we see attrition rise and experience leave the centre we see new people training new people which means the speed to competency lengthens the process and knowledge is lost and this becomes amplified by a remote and distant work force so a perfect storm for any contact centre with a contact centre skills deficit which is hard to bridge – so what’s the answer?

How do we get the balance and how do we share our collective experience to solve the problem and share best practice.  Don’t miss out on what’s guaranteed to be an interesting  discussion with lots of value to takeaway! Register via the link above to reserve your space

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