Unveiling the Hidden Potential of Contact Centres: Attracting and Developing Tomorrow's Talent with Julia Morgan

CX Diaries - with Keith Gait

Discover the unexpected allure of contact centres as Julia Morgan from Manpower joins our conversation, bringing a fresh perspective in a field ripe with potential but often cloaked in myth.
With her in-depth knowledge of technology recruitment, Julia peels back the layers of misunderstanding surrounding the industry. We confront the issue of high attrition rates head-on, while also examining how emotional intelligence and sales abilities are becoming the cornerstones of success in this space.
As we dissect the challenges and opportunities, you'll see the contact centre world in a new light, recognising the vital role these professionals play in shaping customer experiences.
Venture into the heart of the modern workforce with us as we tackle the complexities of attracting and retaining the bright minds of Generation Z. These digital natives are upending traditional workplace values, prioritising meaningful company ethics and clear career progression over pay checks.
Julia and I share insights into the nuances of hiring for today's contact centres, where the battle for talent is fierce, and industries like hospitality loom as tempting alternatives. By the end of our dialogue, you'll grasp the importance of communicating the true benefits and possibilities of contact centre roles, which can be the launchpad for a remarkable career journey.
Finally, step into our exploration of cultivating a skilled and diverse contact centre workforce. We address the digital skills gap, stressing the significance of aligning candidates with company culture for long-term employment harmony.
With Julia's expertise, we illuminate how Manpower is pioneering strategies to improve employee retention, ensuring that the contact centre industry remains a vibrant and adaptive part of the business landscape.

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1. Tackling Attrition in Contact Centres (00:00:02)

2. Navigating Challenges in Contact Centers (00:09:46)

3. Enhancing Workforce Skills and Diversity (00:14:54)

4. Addressing Contact Centre Attrition Challenges (00:26:36)