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: 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...
TOP 5 Contact Center Tips for 2016

Top 5 Quick Tips for 2016

Our Quick Tips posts are just that—brief posts providing advice or actionable items from industry experts. These are tried-and-true practices that have proven successful...
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: 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: 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...
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: 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: 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: Engage Supervisors with Targeted QM Goals

In centers that suffer from high absenteeism, you'll typically find disengaged supervisors. Like agents, supervisors who are performing the same coaching tasks day in...
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: 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...