SX Live Events
Brian Blumenthal & Darren Bovis 27 min

Best Practices For Driving Agent Retention and Empowerment

Brian Blumenthal, AVP of Customer Support at Inovalan, and Darren Bovis, Sr Director of Customer Success (now at Crowdstrike) share their best practices for support agent retention. They discuss empowering agents from day one, establishing team dynamics, coaching and mentoring, and setting up review programs. This discussion was part of SX Live 2022.


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