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Contact Centers - From Attrition to Retention


Presented By: NICE

Live Date: March 24, 2022. PLEASE SIGN IN FOR THE RECORDING.

Presented by Dana Shalev, Head of Product Marketing at NICE WEM LOB

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About the Webcast

We keep hearing about the great resignation, making retention a scorching topic. 

  • How has this trend manifested in the contact center space? 
  • How big is the problem in the industry, and 
  • What can organizations do to reduce attrition?  

Join us to hear results of a NICE survey exploring the topic with some exciting findings:  

  1. The contact center attrition rate in 2021 was 42%
  2. Right now, almost a third of the agents are actively looking for a new job
  3. 38% of organizations are investing little or no effort in retention

 We will also provide 3 best practice steps to retaining agents. 

About the Presenters

Dana Shalev, Head of Product Marketing at NICE WEM LOB

Dana is a seasoned professional in the contact center industry specializing in Workforce Engagement Management (WEM). As the Head of Product Marketing at NICE WEM LOB, Dana's expertise lies in proven WEM best practices that have been embraced by customers worldwide. Her 12-year journey as a marketing veteran has led her to work with leading global companies across various industries, focusing on product marketing and content creation.

Dana possesses a unique talent for translating technology into compelling, customer-centric narratives. Her passion lies in cultivating strong, meaningful relationships with customers, ensuring their needs are met and their experiences are exceptional.