Daniel Ash

Turnover is a critical issue in healthcare contact centers, where the loss of skilled agents can directly impact patient access, care quality, and overall customer experience. Given the high costs associated with turnover, retaining top talent has become a mission-critical priority. This session focuses on the detrimental effects of turnover in healthcare contact centers and why reducing it should be a top priority. Attendees will learn how to calculate the true cost of turnover, identify its root causes, and implement effective mitigation strategies. The session will feature research-backed insights and practical examples from the healthcare industry and beyond.

Key Discussion Points:

· Understanding the Financial and Operational Impact: Learn how turnover disrupts patient access and inflates costs within healthcare contact centers.

· The Challenge of Short-Term Turnover: Explore why turnover during an agent’s first 1-3 months is particularly harmful to healthcare organizations.

· Complex Causes, Targeted Solutions: Discover why the causes of turnover are often oversimplified and how to diagnose the specific issues within your organization.

· Proven Retention Strategies: Gain insights into successful approaches used by healthcare and customer contact companies to reduce turnover and enhance employee satisfaction.