Sarah Caminiti (Manager of Support / CX & Leadership Consultant, Tailscale / Epochal Operations)
Date: Thursday, October 30
Time: 10:15 am - 11:15 am
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Vault Recording: TBD
Agent turnover is one of the biggest cost drivers in contact centers, yet most retention strategies focus on pay increases or short-term incentives—missing the real issue. High-volume contact centers don't have an agent retention problem; they have a leadership problem.
This interactive workshop will equip contact center leaders with a Retention-Ready Leadership Playbook, helping them assess their current leadership culture, identify hidden attrition risks, and implement scalable strategies that reduce turnover. Attendees will walk away with actionable leadership behaviors proven to improve engagement in large contact centers—without just throwing money at the problem.
Why agents really leave—and why pay isn't the biggest retention driver.
The 5 leadership behaviors that directly impact agent retention.
The Retention-Ready Leadership Scorecard—a self-assessment tool to take back and apply immediately.