Stronger Contact Center Leadership: Cut Attrition, Boost Performance, Elevate EX = CX

Описание: What if stronger leadership could reduce attrition, improve performance, and build teams that actually want to be at work?

In this episode of The Tech Matchmaker, Gina sits down with Milan Batinich, CEO & Founder of Milan Motivates and co-host of Build a Better BPO, to talk about what it really takes to build engaging, high-performing contact center teams. Milan shares his journey from agent to leader, the tough lessons he learned along the way, and why so many supervisors are set up to struggle without real leadership training.

We also cover how EX truly equals CX, why communication matters more than most leaders realize, and why BPO organizations face an extra layer of cultural challenges as they try to balance client expectations with employee needs. Milan also shares a powerful success story where one organization reduced attrition from 90% to under 15% while boosting revenue by investing in leadership capability and people-first practices.

If you care about CX, employee engagement, leadership enablement, or the future of BPO and contact centers, this episode is one you don’t want to miss.

⏱️ Timestamps
00:00 – Welcome
00:35 – Meet Milan & his leadership journey
02:15 – Why frontline leaders struggle
04:40 – EX = CX and performance impact
07:20 – The BPO culture challenge
10:05 – Attrition success story & real ROI
13:30 – AI and the evolution of frontline roles
15:45 – Final leadership advice
17:20 – How to get in touch

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Reach out to Gina Gibson at [email protected]

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