new-hire retention

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...

Many centers struggle to find the right frontline staff, and then suffer further when hirees don’t show up for training, quit during training, or...

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...

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...

Take a look at our top five blog posts in September to see which topics your fellow contact center professionals were reading about: How...

In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a...

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...

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...

Is your current recruiting and hiring strategy the same one that’s been in place for the past five or 10 years? If so, you’ve...