Managing Attrition in a Strong Economy
According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years.
When the economy is strong and contact...
How to Lower Agent Attrition in Your Contact Center
The call center industry has one of the highest attrition rates in the world, and it is not a surprise. After all, who would...
You Can’t Rely on Luck to Retain Top Talent: Look to Loyalty, 21st Century...
Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact...
Quick Tip: 3 Practices for Retaining Top Talent
As the job market continues to improve, holding onto skilled service staff will be a top challenge for contact centers. Competitive wages are no...
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...
Agent Turnover Still No. 1 Challenge for Contact Centers
High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion...
Agent Attrition: Time for a Change
“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact...
Making the Case for Lower Turnover
In most contact centers, the executive team recognizes agent attrition as a necessary evil. They know there is some expense associated with it, but...
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...
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...
Boost New-hire Retention with a Realistic Job Preview
In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a...
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...
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 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...
A Tool to Drive New-Hire Engagement and Retention
Given the importance of the supervisor-employee relationship, what steps can companies take to ensure that frontline managers support new-hires through this critical period and...
