Engaging & Retaining Workshop for Call Centers | ICMI Training
Empowering contact center excellence for 30 years!

Engaging and Retaining Workshop

Delivery Method



Client Site Training
Bring this course to your facility.


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In ICMI’s 2018 Industry Insights research report, the number 1 challenge for contact centers is hiring, training, and recruiting the staff needed to succeed. And number 3 is increasing employee engagement and morale.

In this workshop, we look at strategies and techniques for overcoming these challenges. Bring your best ideas to share with others, hear other people’s ideas, and see what ICMI and other research has to say about the best ways to recruit and retain call center staff. This is an interactive workshop where the instructor shares some best practices and also facilitates discussion to pull out the best ideas from participants. Come to learn and share.

Who should attend
  • Supervisors
  • Managers
  • Directors
  • (Anyone responsible for recruiting and retaining contact center staff)
What you will learn
  • Techniques for recruiting agents and other contact center staff.
  • The top reasons contact center personnel leave and how to combat these.
  • Strategies for increasing engagement and retaining agents and other contact center staff.
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Course Duration: 1 Day

This is a 1 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help.

Course Outline

Module 1 Workforce Management

Module 2 Right people

  • Recruitment
  • Onboarding
  • Attrition Tracking
  • Employee Satisfaction
  • Stay Interviews
  • Exit Interviews

Module 3 Compensation

Module 4 Development

  • Training
  • Career Pathing
  • Communications
  • Development

Module 5 Performance Management

Module 6 Technology