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ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

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Session 205: How Successful Companies Build Top-Tier Contact Center Staff

Robin Gareiss  (CEO and Principal Analyst, Metrigy)

Location: Timor 1

Date: Wednesday, October 18

Time: 11:30 am - 12:30 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Session

Vault Recording: TBD

With contact center turnover rates averaging 38% in 2022, it’s no wonder so many CX leaders are focusing on their internal teams above all else. Those who are not fully staffed spend 51.9% more on contact center technologies—investing in self-service knowledge bases and chatbots because they can’t find or keep a solid contact center team.

But there are some key steps you can take now that will ensure you can attract and retain top talent in the contact center. In fact, 59.2% of companies are hiring agents with more skills or experience than they have in the past—but only some are successful at finding and keeping them. During this session, Robin Gareiss will share recent research with more than 600 companies covering the following:

  • What’s driving companies to require more skills and experience in their agents?
  • What skills are they seeking?
  • How do they find and retain the top talent?
  • What do agents expect when it comes to technology, management, and flexibility?
  • Why should your service agents have sales quotas?