Contact Center Agent Retention

Agent Retention: Closing the Revolving Door

We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of...
Contact Center Agent Retention

Agent Turnover Still No. 1 Challenge for Contact Centers

High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion...
cut attrition

Agent Attrition: Time for a Change

“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact...
Lowering Agent Turnover in the Contact Center

Making the Case for Lower Turnover

In most contact centers, the executive team recognizes agent attrition as a necessary evil. They know there is some expense associated with it, but...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Why Do Agents Join?

New-hire surveys can help to identify the breakdowns in trust that can occur early on when new agents decide that the job is not...
Co-Create-Experience

The Most Important Relationship for New-Hires

Study after study has highlighted the fact that employees don’t leave companies, they leave their bosses. The relationship that new-hires form with their managers...
increase call center new hire retention with realistic job preview

Boost New-hire Retention with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a...
Contact Center Pipeline Feb 2015 Issue

Cut New-Hire Turnover with a Realistic Job Preview

In their eagerness to attract the best talent, companies often oversell the frontline contact center agent’s job during the recruiting process, which only increases...
Path to Failure

Career Path to Failure

Are you promoting your best agents to supervisors and managers? If so, you may be promoting to failure. Those of us in the contact center...
High Agent Turnover

High Turnover: Are Your Core Agents Suffering?

When agents leave there is a tangible and measurable cost to replace them. What cannot be measured easily is the effect of turnover on...
New hire retention

A Tool to Drive New-Hire Engagement and Retention

Given the importance of the supervisor-employee relationship, what steps can companies take to ensure that frontline managers support new-hires through this critical period and...