Nobelbiz Webinars

Contact Center Staffing in a Remote World:

Most effective strategies for recruiting, retention, and motivation of Contact Center employees

“The Great Resignation” (The Big Quit) is no longer a new concept in the workspace – everybody talks about it, and everybody seems to understand this: people are leaving their jobs now more than ever!

The reasons are countless, but what seems to be the root cause of this trend is a conflict between personal values and company values: when people don’t resonate anymore with the company culture, they leave. Other reasons often cited are mental health issues in the workspace, work-life balance, a profound lack of work satisfaction, and how employees are supported and empowered to perform by their managers.

To deeply understand the current situation of the Contact Center workforce and share some relevant insights and tips on efficient staffing in today’s world (from recruiting to retention and motivation), we invited two experts with years of experience in the business:

Welcome, Rachel Macklin and Jennifer Brown from Parker Staffing!

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Topics covered:

🗸 The current state of the workforce in the Contact Center industry: challenges, trends & opportunities

🗸 “The Big Quit” in the Contact Center space

🗸 Work-life balance and Mental Health in Contact Centers

🗸 Tips for an efficient Recruitment interview

🗸 How to build an efficient Retention & Motivation strategy

🗸 The role of Technology in Retention & Motivation

🗸 Role Play: If I were a Contact Center owner, I would…

Join a lively conversation with:

Jennifer Brown
VP of Programs,
Parker Staffing

In the past 23 years, Jennifer has worked primarily in the tech industry, managing, staffing, leading, and developing customer support and sales call centers. She has been responsible for the success and growth of 6 call centers in 4 states, PA, MN, WA, and CT.

Jennifer also has 5 years of experience developing and growing relationships, driving customer service excellence, and driving revenue growth with multiple third-party US-based, near-shore, and offshore call centers.

Rachel Macklin
Vice President of Talent Acquisition and Brand Strategy,
Parker Staffing

Rachel’s mission is to connect people with their potential! She creates strategies and programs that enable their clients to tell amazing brand stories through compelling journeys that engage candidates across traditional and non-traditional recruiting channels. Rachel also leads client engagements and manages a variety of recruiting initiatives and projects across Parker Staffing’s business lines.

At her core, Rachel is a storyteller, a technophile, a sourcing nerd, an animal lover, and a passionate advocate for people.

Meet our NobelBiz Webinar Series Host

With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the largest Enterprise Contact Centers, BPOs, and Global CCaaS providers in the world.
Host of the First Contact – Stories of the Call Center Podcast, where he interviews leaders from the contact center industry searching for new insights, tips, and stories. Host of the NobelBiz | Webinar Series, which brings top leaders in the industry together to discuss important topics and share best practices.

Christian Montes

Executive VP Client Operations at NobelBiz

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