Agent Turnover and Retention: Stay Interviews to Drive Employee Engagement

Agent turnover is one of the costliest issues for Contact Centers and when the agent is heading out the door, it’s usually too late to save the agent or the day.

Our guest, Chris Mulligan, from Talent Keepers, talks about Stay Interviews and, in particular, a 4 step methodology that can improve employee engagement.

Guest Host Bio: Chris has over 25 years of experience in the human resources industry, the majority of which has been in the employee engagement, selection, assessment and retention arena. Chris co-founded TalentKeepers in 2000, an organization dedicated to the issue of employee engagement and retention. TalentKeepers products have twice been recognized as “Top Training Products of the Year” by Human Resource Executive Magazine for their innovative and effective approach to employee on-boarding, engagement and retention. Chris has worked with organizations around the world on employee engagement and retention issues including: Accenture, AT&T, BMW, Coke, EDS, GE & UPS. Chris 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.

Air Date: Wednesday, September 14, 2016 – 10AM/PT
Host: Bruce Belfiore, CEO & Senior Research Analyst, BenchmarkPortal
Guest Speaker: Chris Mulligan, Talent Keepers
Season: 7, Episode Number: 9


CallTalk is a monthly internet radio program for the customer service industry featuring the most innovative managers and thought leaders in the customer contact field, interviewed by BenchmarkPortal CEO, Bruce Belfiore. Broadcast monthly, directly over the Internet to your desktop, CallTalk covers hot topics that impact today's call center. CallTalk airs without the participation of vendors so that topics will be free from their influence and guided by the needs of its listeners. If you have a topic you would like us to cover, send it to CallTalk@BenchmarkPortal.com.



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