Hiring for skills isn't enough. Retaining based on performance alone isn't either. In today's multi-generational, purpose-driven workplace, alignment between the individual and the organization is the real differentiator—and the missing link in most contact centers.

This session introduces a new leadership capability: Fitment Agility—the ability to create dynamic alignment between the needs of your business and the purpose, potential, and path of your people.

We'll break down what it really means to hire, coach, and design roles not just for who someone is today, but for who they're becoming. We'll explore how to reduce early-stage attrition, increase engagement, and create sustainable growth by shifting away from rigid role structures and outdated hiring criteria—and toward a more intentional, human-centered approach.

Think of your contact center like a ship: its strength depends on the right fittings, matched and maintained with care. When people and purpose truly connect, everything flows better—retention improves, performance rises, and customer experience follows.

If you're tired of revolving doors and disengaged teams, this session will show you how to create a workplace where people want to stay, grow, and lead.

Takeaway

1. Redefine Fitment: Understand why alignment between individual purpose, talent, and organizational goals is key to retention and long-term performance.
2. Shift the Hiring Mindset: Move beyond résumé-driven recruiting with hiring guides designed to uncover purpose alignment and growth potential.
3. Coach for Connection: Gain conversation frameworks that deepen team member engagement and help navigate role evolution—or even healthy exits.
4. Flex Your Structure: Explore simple ways to build agility into role design—so individuals can grow without needing to leave.
5. Measure What Matters: Connect Fitment Agility to measurable outcomes like early-stage attrition, employee engagement, and CSAT improvements.