It makes business sense to build a happy workforce. More than that. Organisations have a social responsibility to create a working environment that is diverse, inclusive and supportive. What does it take to foster a culture that results in engaged colleagues where attrition is low?

The benefits stretch beyond the workforce. Customers benefit from talking to frontline colleagues that are happy; they are more likely to get issues resolved and leave the conversation as an advocate of the brand. As a result, customer satisfaction and loyalty increase delivering an improved bottom line. 

Catch up on this compelling debate which discusses why a happy workforce is critical for business success, and discover the strategies and techniques to realise the vision. In this one-hour webinar, Leigh Hopwood, Chair of ECCA and CEO of the CCMA, UK, explored: 

• What the research says about reducing advisor attrition leading to higher customer satisfaction 

• What colleagues are looking for in their place of work today 

• The critical success factors for an engaged workforce 

• The impact that technology can have on culture 

The panel, including Lucie Child, Head of Customer Care Strategy, Planning & Controls at The Very Group, Kelly Shippen, Head of Contact Centre at Leeds Building Society, Alvin Lobo, Head of Performance Management at Dojo and Thomas Weschke, Cloud Solution Architect at Genesys, shared their experiences and their advice to help contact centre leaders focus on what really matters.