Staffing shortages and high turnover rates continue to challenge ECCs, leading to increased workloads, burnout and a loss of experienced personnel. Many centers struggle to retain skilled telecommunicators, and traditional QA, feedback and training processes often fail to address the core issues driving attrition. This session focuses on rethinking these essential functions through the lens of retention. Participants will explore how AI-powered QA processes can alleviate stress by ensuring fair and consistent evaluations, eliminating bias and providing immediate, constructive feedback. By reducing the subjectivity of evaluations and improving transparency, AI-driven QA helps telecommunicators feel more supported and engaged. Additionally, the session will highlight how automation can create personalized training experiences that keep employees motivated and prepared. Instead of generic, one-size-fits-all training, technology enables ECCs to deliver skill-based learning that adapts to individual strengths and areas for improvement, making employees feel more confident in their roles.
Learning Objectives:
Discover how technology can streamline QA and feedback to ensure consistent, comprehensive evaluations without overburdening staff.
Understand how automation creates opportunities for personalized training and professional development tailored to individual telecommunicators.
Learn proven strategies for fostering a culture of growth and improvement through timely, data-driven feedback and continuous learning.
