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Phil Hagen: Speaking at the Call and Contact Centre Expo

Phil Hagen

Founder & CEO  -  SalesMatch Ltd

Understanding and Managing Agent Attrition through Behavioural Assessments

As the pool of available people for our call and contact centres continues reducing and the turnover rate of agents increases, this seminar will provide an insight into the importance of identifying an agent’s natural character traits in reducing attrition. The seminar will explain why the behavioural character traits needed for one role, can be completely at odds with the success of another role, leading to stress, sickness and resignation.

Three delegate takeaways from session:
• Why character traits effect an agent’s performance and job satisfaction
• How to better identify the right agent for the role
• How to assess the character traits match of existing agents in your call centre

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