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Eric Berg

Eric Berg
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Eric Berg is a 25-year veteran of the contact center industry, running multiple brick-and-mortar as well as virtual agent centers across the US. Eric is founder of the Midwest Contact Center Association and currently provides consulting in the areas of outsourcing selection, recruitment, applicant intake process, employee retention, creating at-home agent programs and creating a culture of success.
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,...
The Cost of A Bad Hire

The Cost of a Bad Hire

We’ve all been rooting for the U.S. economy to recover, but as it improves, it’s getting harder to attract and retain agents. In an...
Promoting a Culture of Recognition

Promoting a Culture of Recognition

Do you have a culture of retention or turnover? Do your employees feel like they are on a progressive journey, or that the foot...
Why Training Matters

Why Training Matters: Linking Training Program Success to Larger Company Goals

Wait a minute, if it’s 2015, shouldn’t we have flying cars by now? Much to the disappointment of Marty McFly from “Back to the...