Strategies and Practices for Improving Retention of Customer Care Talent
Glean new ideas to help strengthen the bond between your team and your organization, making it easy for your best team members to find fulfillment in the work they do.
- 2:00 PM
Event Assets
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Description
We will be joined by Sarah Ellis, Co-founder and CEO of Amazing If. Sarah will share the work she and her team at Amazing If are doing to help people "Squiggle & Stay." Inspired by the most recent article written by her and Co-founder Helen Tupper, "It's Time to Reimagine Employee Retention" https://hbr.org/2022/07/its-time-to-reimagine-employee-retention
We will also have Suzanne Sherry, Principal and Founder of excellerate3, joining us to share talent strategies that can reduce turnover, help you build the talent you'll need for the future, and by doing so have the people resources you'll need for the growth you want.
You invest so much in your team; from the time they begin their onboarding to the time you part ways. From training hours and resources to pay and benefits. Maintaining that relationship and retaining that talent in your organization is a powerful measure of success and can translate to both efficiencies and customer loyalty.
You are starting to see the light at the end of this tunnel of turnover many organizations have experienced. You have many new faces, and hopefully retained some of your best and most experienced as well. To keep a diverse team engaged, delighted with your culture, and driven to succeed in the role they play will require both intention and attention. You want an ecosystem that is challenging and rewarding, personalized and equitable, transparent and flexible. This may seem paradoxical but like with many things it's all about having the right tool for the right job and empowering your team and your leaders to use them correctly.
As you might guess there is nothing simple about this. Each of us has constraints and limited resources, and the truth is, as leaders we can't tackle this problem alone. With intention we listen to our teams to provide opportunities for the growth and success of each member, for them to leverage their unique strengths. With attention we recognize when to coach for growth, to recognize for success, or to seek your team's advice.
Join us to learn from the experiences of others and share your experiences with your peers! Together we aim to make our organizations stronger through enduring commitment we can create with our teams. We look forward to learning together with you!
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Agenda Items
| 9:00 AM | Setting the Stage |
| 9:15 AM | Sarah Ellis of Amazing If |
| 10:00 AM | Break |
| 10:15 AM | Suzanne Sherry of excellerate3 |
| 11:10 AM | Set Breakout Agenda |
| Onsite | |
| 11:10 AM | Breakout Session |
| Online | |
| 11:20 AM | Lunch |
| Onsite | |
| 11:55 AM | Wrap up |
| Online | |
| 12:00 PM | Adjourn |
| Online | |
| 12:10 PM | Breakout Session One |
| Onsite | |
| 1:00 PM | Breakout Session Two |
| Onsite | |
| 1:55 PM | Wrap up |
| Onsite | |
| 2:00 PM | Adjourn |
| Onsite |
Additional Information
Location: UW-Madison Pyle Center (in-person); EventsAir (virtual)Location Address: 702 Langdon Street, Madison, WI 53706
Contact: Events Team, (608) 263-0635, events@uwebc.wisc.edu