Why Traditional Screening Misses Your Biggest Retention Risk
The profit engine of any successful call center rests on two cornerstones: retaining skilled agents and minimizing sick leave. These aren’t peripheral metrics; they...
Top 5 Posts in November
To kick off November's top 5, Sharon guides us on how to meet digital-first customer expectations by creating a digital engagement landscape. Next, Jennifer...
Top 5 Posts in July
Jennifer kicks off our Top Five Posts in July by sharing how AI can be used to prevent agent attrition by identifying agent burnout...before...
How To Combat Agent Burnout and Attrition
The contact center agent’s job is uniquely demanding. Agents juggle rigid schedules, repetitive tasks, and interactions with frustrated or anxious customers. This makes the...
Gazing at the Staffing Crystal Ball
When there are critical matters at hand - in this case ensuring the right numbers of quality contact center agents in order to retain...
Beyond the Paycheck
Today’s job market favors candidates, with more job openings than people to fill them. For contact center leaders, this presents an additional challenge: dedicated...
New Year, Evolved Challenges, Compelling Priorities
For seven years, we worked with Contact Center Pipeline to conduct an annual Challenges and Priorities survey. We loved exploring the results, and our...
Recruitment, Attrition, and COVID-19
Contact centers have long faced challenges in attracting and retaining staff to ensure quality (and productive) customer service. But these were made much more...
The Retention Connection
Call centers are vital in today’s business landscape, serving as the frontline for customer interactions and support. Yet, despite considerable investment in employee engagement...
The Hard, Hidden Costs of Attrition
Employee attrition affects every contact center. Most executives realize churn is expensive, but few know what it costs a specific center, much less an...
