Three Strategies for Attracting and Retaining the Best Contact Center Talent
By: Justin Browning, MVP, Contact Center Operations, VeleraSummary: Contact center interactions are often the first points of entry for members looking to resolve a perceived problem or report fraud — which requires skilled agents who are able to investigate and correct issues with empathy, professionalism and grace. Justin Browning, MVP of Contact Center Operations with Velera, discusses three areas credit unions can focus on to find, attract and retain top contact center talent.
Author: Justin Browning is the Managing Vice President for Velera’s Contact Center, overseeing the day-to-day operations. He has 25 years of experience in the financial contact center space, having held positions in Workforce Management and Quality Assurance for large financial contact centers. Justin also holds an MBA in business management.
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