A common cause of customer service new-hire turnover in contact centers

Quick Tip: Evolving Beyond Automated Alerts

Mention the word texting in a B-to-C context, and most people think of automated alerts. Some text alerts allow for a basic level of...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Show Appreciation for Agents Working Holidays

Working on a major holiday is tough for anyone. Your agents’ bodies may be in the contact center, but their thoughts and hearts will...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Get Support from Other Functions

Departmental silos will stop a customer service initiative dead in its tracks. Silos also throw wrenches into daily service delivery goals when the contact...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: How to Prevent Hiring Failures

I often ask leaders of award-winning contact centers what they think is the key strength of their operation. They almost always point to their...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Try a Phased Approach to Tech Implementation

What is a common issue that prevents organizations from realizing the full value of their contact center technology investment? Usually, when a new contact...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: One Word That Infuriates Customers (and You Use It Everyday)

Are your agents saying the right thing? If you are like most call center leaders, quality assurance requires a lot of your attention and...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Recognition for Schedule Performance

Programs that offer honor and prestige for top performance not only inspire employees to reach for higher goals, they help to create a positive...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Process Improvement

Despite the growing popularity of the collaborative corporate culture, the more traditional directive model is still common today. In a directive organization, leaders give...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Act on Employee Feedback

Berlin Packaging has a long history of business success, which its leaders attribute largely to its focus on employee engagement and a culture of...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Give Agents a Voice in Customer Initiatives

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Training Home-Based Agents

Training programs for home-based agents, especially new-hires, should include ongoing personal contact with a support team member—a supervisor, team leader or senior agent—who they...
A common cause of customer service new-hire turnover in contact centers

Quick Tip: Promote Agents with the Right Qualities

While many top-performing contact center agents desire opportunities for growth and development, it doesn’t necessarily mean that they’re cut out to be supervisors or...