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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...
Top-5-Contact-Center-Blog-Posts

Top 5 Posts in December

Training for social customer care agents and a thoughtful look at the common assumptions about agent attrition topped the list of most-read posts in...
Use Daily Rewards to Drive Desired Behavior in your Contact Center Agents

Use Daily Rewards to Drive Desired Behavior

Incentives can be a valuable tool for reinforcing the right behaviors in your staff. The key to using incentives properly is to ensure continuous...