retention
5 Findings on Agent Experience in a Flexible World
May 09 by Grace FreundAgent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents.
Career Pathing for Underrepresented Employees in CX
April 07 by Grace GilbertCareer pathing is an essential component of job satisfaction. It's even more important for underrepresented employees. Learn all about career pathing, in and out of the industry, and how you can insta...
#7 LESSONS FROM AN EX-CALL CENTER AGENT: INSIDER TIPS ON EMPLOYEE ENGAGEMENT | Grace Gilbert, Taylor Salmons | Thirsty Thursday
November 10 by Grace GilbertWorried about employee retention and engagement? Listen for some insider tips on employee engagement.
Immediately Applied Theory for Enhanced Performance
February 03 by William Cohen, Ph.D.Peter Drucker stressed application, rather than theory . . . again and again. Frequently he concluded his seminars with something like this: "Don’t tell me what a wonderful seminar I gave or...
Reduce Churn and Increase Customer Satisfaction with Speech Analytics
June 17 by Customer Contact WeekAccording to Gartner, a 5% improvement in customer retention can increase business profits anywhere from 25% to 125%. Contact analytics can ensure that your agents have a positive impact on customer...
6 Reasons Agents Are Leaving Your Contact Center
May 09 by Greg LevinGreg Levin originally blogged on this topic for Intradiem and Off Center: "Why is morale so low?" "Why can’t we hang on to our best agents?" "Why do we lose so many new-hires during or rig...
Trying to Reduce Churn? - Marketing Cannot Replace Real Customer Experience Management
November 14 by Brian CantorToo often, customer management discourse is consumed with emphasis on the front-line. Vendors sell products that enable better communication between the organization’s agents and its custome...
‘Til Death Do Our Client Relationships Part
November 04 by Mitchell OsakBusiness-to-Business (B2B) firms are rethinking their approach to business development and client retention. Since it is increasingly difficult and expensive to acquire new customers, prudent B2B f...
Thanks to Call Center Problems, Companies Failing on Customer Service
September 15 by Brian CantorWith so much attention paid to the transfer of customer service into new channels, companies are suffering the consequences of overlooking shortcomings in the traditional call center. Utilities co...
7 Ways to Elevate Agent Retention & Engagement
August 11 by Greg LevineIf you stick a human being in a cramped cubical, tether them to a desk and pay them $9.50/hr to handle calls from demanding customers for 8-10 hours each day under fluorescent lighting… &h...
Network Solutions' "3 Ps" for Driving Call Center Profit, Agent Engagement
June 15 by Customer Management IQCarl Boothby, vice president of operations for renowned internet services pioneer Network Solutions, has no trouble admitting that some call center supervisors are not cut-out for leading the charge...
How to Develop a Revenue Generated Call Center
February 16 by Gina ScanlonFor this segement, Cameron Schilling, Director of Direct Sales, Customer Experience, Planning and Implementation for Rogers Communications talks about his upcoming keynote speech at this year's Call...