Customer Resources

Webinar: Navigating Agent Retention Issues in Contact Centers

You want Agent Retention and Your Agents Want to Stay - Why is Attrition still a Problem that Plagues Contact Centers?

Nate Brown – Founder, CX Accelerator
Moderator: Casey Denby – VP of Sales, Zenarate

Speaker Bio:

Nate Brown loves two things very much...customer experience and community. Fortunately, these concepts go hand-in-hand! As a community builder, Nate co-founded CX Accelerator in 2018. Quickly growing to well over four thousand members, this vibrant collection of CX leaders is helping one another to maximize their careers and accomplish remarkable things in service to others.

As a Customer Experience executive and consultant, Nate has led service teams, anchored the CX function inside of a start-up, and helped to foster exceptional employee-customer connections in dozens of organizations. He's worked in a variety of industries, including gaming, SaaS, gig-services, retail, healthcare, and many more.

Shortly after authoring The Ultimate CX Primer, Brown was dubbed the “CX Influencer of the Year” by CloudCherry, and a top global CX thought leader by ICMI, Exceeders, Netomi, and MartechVibe to name a few. He has been widely recognized for his unique ability to infuse energy and excitement into the work of CX for employees at all levels of the organization. When not "CX'ing, Brown is a competitive disc golfer, certified pickleball instructor, and dad of two incredible daughters.

About This Webinar:

Something’s broken. As a Contact Center leader, you’re struggling every day to retain great talent. Meanwhile, that same talent is likely your highest risk of churning out of the team. Why? And more importantly, what can you do to reverse it? Join training and customer experience experts Casey Denby and Nate Brown as they discuss what so many Contact Centers are getting wrong in their approach to agent development and retention and their recommendations for reversing the trend and building an outstanding experience with tenured agents.

In this session you’ll learn the following:
  • What’s going wrong in agent hiring, development, and retention efforts today
  • Key challenges of developing a best-in-class contact center training program
  • How does this problem relate to your Customer Experience and CSAT
  • Tips and strategies for addressing the challenges

Watch Webinar

Related Resources

In this webinar, McKinsey industry experts Paul Kline & Vinay Gupta join Casey Denby as they discuss how AI can help drive continuous improvement in today’s contact centers can result in better agent retention, higher CSAT/NPS scores, and improved call resolutions among other impacts.
Download this Guide to AI Simulation Training to leverage simulation training to learn how to develop customer service agents to deliver meaningful conversations and superior customer experiences
Download this White Paper on AI Simulation Training Within Business Process Outsourcing - A Modern Approach to How Agents Learn & Perform at Scale, to learn more about the ever-important contact center segment of the BPO business. With technological advancements and increasing customer demands, we’ll examine the challenges and opportunities of developing top-performing agents through AI-based training and upskilling.
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