Session 603: Igniting Employee Engagement and Boosting Agent Retention

Thursday, August 6 at 11:30 AM

Our research shows when you're successful at improving employee engagement and retention (particularly with important employee groups, like high performers, mission-critical job roles, and Millennials), it acts like a rising tide that lifts many other key business metrics. Engaged employees bring the commitment, energy, and desire to excel that deliver the meaningful experiences that customers demand.

In this session, discover innovative strategies for creating a culture where high performance, team work, and empowering leaders energize the people around them. We'll cover how employee engagement affects key operational performance metrics, including NPS, call quality, first-call resolution, customer satisfaction, revenue, and other KPIs.
Learn about:
• How improving employee engagement results in higher retention
• What you should do during their first 90 days to optimize employee retention
• Ways to better leverage your frontline leaders in your engagement effort

Christopher Mulligan

CEO

TALENTKEEPERS

Christopher is CEO at TalentKeepers. Chris has over 30 years of experience in the human resources industry, the majority of which has been in the employee engagement, selection, assessment, and retention arena. Christopher co-founded TalentKeepers in 2000. Prior to co-founding TalentKeepers, Christopher was the Vice President of Business Development for AlignMark, a former division of The Thomson/Rueters Corporation. Christopher is a national speaker and published author on the subject of employee engagement and retention including a book "Talent Keepers: How to Engage and Retain Great People" published in 2017. Christopher is a member of the American Psychological Society and an Associate Member of the Society for Industrial and Organizational Psychology. He holds a Bachelor of Science degree in Psychology from the Florida State University, and a Master of Science degree in Industrial/Organizational Psychology from the University of Central Florida.