With a panel including a Chief Customer Experience officer with a wealth of operations and customer-facing exposure, a Chief People Officer with experience gained across a variety of Global BPOs & brands and a Client Solutions Director from one of the UK's largest specialist Contact Centres recruiters this session will be lively! The panel will discuss recent statistics and sentiment across the industry with a dive into current challenges around recruitment & retention. Areas covered will include leadership & organisational culture, employee engagement & retention techniques and recruitment strategies. Considering this holistic approach will not only increase employee engagement but also deliver improvements in customer experience and operational outcomes.

Key takeaways:
a. Employee engagement and Retention in a Hybrid World
b. Leadership in Multi-Generational Environments
c. The New World of Work