Support teams are a vital source of technical expertise and customer insight, yet keeping agents engaged and growing can be a challenge. This session will explore strategies for developing technical skills, retaining top talent, and empowering support teams to thrive. Alongside actionable strategies for career growth and retention, we’ll also consider a global perspective—examining how support teams across different regions can be effectively developed and motivated. Learn how investing in your support team leads to stronger performance, better customer experiences, and long-term success.

Pens down, this is your chance to take a break from presentations and network with your peers in the room to look back at the insights shared over the last two days and digest the key learnings. Engage in dynamic and interactive roundtable discussions designed to deepen your understanding of key concepts from the summit. This session provides a unique opportunity to digest the content presented throughout the event and collaborate with peers in an informal setting. Participants will break into smaller groups to discuss insights, share personal experiences, and explore practical applications of the material. Facilitators will guide discussions to ensure a rich exchange of ideas and learnings, fostering a collaborative environment that enhances networking and community building. This session will get you thinking, talking to others in the room, and give you an opportunity to think laterally about the actionable takeaways that you can implement in your own support strategy.