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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...
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...
promoting a culture of attendance

Promoting a Culture of Attendance

Poor attendance is one of the top reasons for termination in a contact center. According to Benchmark Portal, the average adherence to schedule rate...
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...
Listen for change

Manage Change by Listening

Have you ever heard the saying, “There’s a reason we have two ears and one mouth”? I work with many companies looking to decrease attrition,...