Скачать или смотреть CCNG Town Hall: Retention and Recruitment in the Contact Center

Kirstyn Sansom leads a candid discussion on the evolving challenges of recruitment and retention, especially within customer service and similar high-turnover industries. While many organizations report strong applicant funnels, the real issue lies in keeping new hires engaged and committed. Kirstyn draws from her extensive experience in staffing and consulting to highlight key factors influencing attrition—including the shift to remote work, loss of workplace culture, and mismatched leadership expectations. She emphasizes that jobs requiring physical presence (like healthcare, retail, manufacturing, and call centers) face the steepest hurdles, and urges companies to rethink their value proposition, explore transferable skills from other industries, and better prepare individuals for leadership roles. The conversation calls for a deeper alignment between recruitment, culture, and long-term employee development.