CCMA Sponsor Breakfast Briefing - Zoom - From Attrition to Advocacy: Retaining and Growing Talent in the Contact Centre
Date: 09/09/2026
Venue: Workvivo, 4th Floor, City Quarter, Lapp's Quay, Cork, T12 W832.
With contact centres facing some of the highest attrition rates of any industry, retaining frontline talent has become a strategic priority. At this CCMA Breakfast Briefing, hosted by Zoom and Workvivo, we will explore how organisations can move beyond simply filling seats — and instead build environments where agents feel valued, connected, and empowered to grow. Discover how leading Irish organisations are using technology, culture, and career development to turn their contact centres into launchpads for long-term careers.
Join us to hear real-world examples of how companies are reducing turnover, boosting engagement, and keeping their best people.
What we'll cover:
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From Attrition to Advocacy: Why agents leave — and what the latest research on careers in customer service tells us about the gaps in salary perception, career progression, and employee engagement.
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Building a Culture of Retention: How forward-thinking organisations are creating environments where frontline teams feel part of the company and can see a clear path to grow — not just a stepping stone to somewhere else.
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Technology as an Enabler: How platforms like Workvivo are helping organisations keep distributed and hybrid teams connected, recognised, and engaged — turning internal communication into a retention tool.
This breakfast briefing event will commence with registration and networking from 8.30 a.m., the presentations will kick off at 9.00 a.m., and we'll conclude by 11.00 a.m.
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