Shifts in retaining & managing talent

Keys to retaining & managing
talent in 2023

Start off on the right foot

Properly onboard and train your staff in the way that best fits your workforce. Consider breaking onboarding or training into smaller, easier-to-absorb interactive segments instead of delivering an all-day onboarding for improved retention.

Coach your coaches

Continuously train supervisors and managers on how to effectively coach and motivate agents to perform well and improve performance. Encourage leaders to further challenge top performers while nurturing mid- and lower-level performing agents.

Develop soft skills - like empathy, clear communication, and active listening - alongside technical training.

Upskill, reskill & cross-train

Diversify team skillsets to position members for growth - while positioning your organization for success. Ongoing training on new technologies or improved systems help talent excel in their current role (upskilling), while reskilling trains employees for a new or different function. Both investments signal to talent that you value their skills and time in your organization while providing advancement or wage increase opportunities.

Keys to retaining & managing
talent in 2023

Prioritize mental health

Approximately 70% of organizations made additional investments in wellbeing throughout the last two years, but the benefits often go unused.

Providing wellbeing technology and resources is one thing. But providing time and encouragement to take advantage of them is another. Normalize the use of wellbeing resources to reduce burnout and improve retention.

Career pathing & mobility

Develop horizontal and vertical career plans with cross-training, side projects or lunch-and-learn programs. Companies who encourage open career path conversations with their employees significantly improve retention, satisfaction, and internal mobility. By expanding training, role specialization, and talent advocacy, teams see improved outcomes.

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