turnover
What the Brooklyn Nets Have in Common with the Restaurant Industry
September 24 by CCW DigitalTurnover rates are a problem for the NBA and customer service teams alike
Struggling to Retain Your Contact Center Agents? - How Is Your Hiring Program?
January 22 by Greg LevinManagers today realize no contact center can succeed without highly skilled, engaged and (mostly) sober agents manning the frontline. In the best centers, the hiring program is handled less like...
Treat Your Agents Well: Service Thrives on Engaged Employees
January 12 by Customer Contact WeekTo find out how you can improve your turnover rates and develop high-performing agents who excel at service delivery, download this complimentary white paper from Parature. Through expert recommenda...
Sick of Agent Turnover or Incompetency? Try "Transition Training"
August 31 by Greg LevineSending a new agent straight onto the phones following just a couple weeks of classroom training is the equivalent of sending an aspiring boxer to fight Mike Tyson following just a couple weeks with...
Healthcare meets Six Sigma in the Contact Center
December 06 by CCW Digital EditorMilan Katz, Director of Unity Health System's Contact Center in Rochester, talks to Gina Scanlon at ICCE in Miami about the challenges approaching with healthcare reform in the call center, how to t...
The Cost Of A No Show
June 23 by Jo'Ann AldersonThe lazy, hazy days of summer are right around the corner. That’s good news as long as everyone arrives at the office on time and every day. It’s not good news if they don’t. He...
Is Attracting Top Talent in the Call Center an Oxymoron?
April 07 by Jo'Ann AldersonIn case you haven’t noticed, there is a top-talent crisis going on. For years company execs and call center management have assumed that with a little touch of call center technology just abou...
Tested Methods for Reducing Absenteeism in the Call Center
March 16 by Kelly CarsonOy Vey, Hire Another Call Center Representative! Here’s a statement you’ve likely heard many times from your company VP: "We’re spending way too much money to staff this call ce...
Part 1 of the Power Player Panel Series
March 10 by Blake LandauIn this exclusive panel featuring some of the major power players at Customer Management IQ we address tools to achieve C-level buy in for the call center. These four women, accomplished and famous...
Creating a Career Path for the Seasonal Student
March 04 by Jo'Ann AldersonCheeks in the seat. Bums in the chair. A warm body. A pulse with a brain. These are just a few of the descriptions I have heard to express the selection criteria for a call center representative. Wi...
The Call Center: A Rose By Any Other Name
February 25 by Jo'Ann AldersonThe call center is getting a bad rap because they’ve got a bad rep. As least this is what my husband thinks. And since he’s about as removed from the call center business as you can get,...
Counter-Intuitive Thinking About Absenteeism and Turnover
January 21 by Tripp BabbittAs I read through my Google search on absenteeism and turnover, I read the usual solutions to these problems. Most are related to some carrot and stick approach to get call center representatives to...