Division of Superior Group of Companies
Division of Superior Group of Companies
OVERVIEW
Contact center turnover runs 60 to 100 percent a year, and most of it happens early. In this episode, Matt sits down with Mitch Korb, VP of Human Resources at The Office Gurus, who spent 40 years in the industry, starting as an agent. They explore why turnover is a design problem, not a staffing problem, and why it’s really a CX metric: every experienced agent who leaves takes judgment and know-how with them, so customers end up talking to your newest people. Mitch breaks down the four pillars TOG uses to make people want to stay (Connected Growth, a Culture of Recognition, Purposeful Belonging, and Wellbeing and Rewards), the most common retention mistakes, and the one question to ask your outsourcing partner about culture.
DEEP DIVE
Read our article, Why Contact Center Turnover Is So High (and Its CX Cost), for a deeper dive into what really drives agent attrition, how much each departure costs beyond hiring and training, and why retention belongs on your vendor scorecard.
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GUESTS & HOSTS
Vice President of Client Experience & Growth
Matt McGeorge is the Vice President of CX & Growth at The Office Gurus (TOG), where he leverages nearly 20 years of contact center industry experience spanning global operations, business development, and executive leadership to align customer experience design with business development. Rather than treating outsourcing as a mere cost reduction, Matt combines CX architecture and commercial strategy to design delivery models that eliminate friction, drive loyalty, and turn partnerships into strategic investments. Ultimately, he stands as a growing voice in advocating for outsourcing as a powerful tool for customer retention and brand value.
Vice President of Human Resources
Mitch Korb brings significant contact center industry experience to his role as Vice President of Human Resources at The Office Gurus (TOG). Beginning as an Agent and then moving into leadership, he built a career that included senior leadership at DialAmerica before joining TOG in January 2022. Today, he leads TOG’s global HR and payroll functions, focusing on attracting and retaining talent, developing leaders, and strengthening employee engagement. His frontline and executive experience informs a practical approach to connecting people, culture, and business performance. Mitch builds trust, aligns teams around shared goals, and helps employees succeed, recognizing that a strong employee experience supports lasting client relationships and consistent customer service.
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