Jun 30, 2010
Take advantage of the relatively stable agent attrition that the current economy is fostering to prepare your contact center for when the job market starts hopping again. Here are some key tactics and indicators to watch to help control attrition even in the best economic times.
People Management, Agent Turnover, Cost of turnover
Sep 30, 2009
How you handle the critical period of onboarding for new-hires in your contact center is an indicator of how successful your employees, and your company, will be. Here's a checklist that will help you develop knowledgeable, productive and committed employees.
Onboarding/orientation, Peer mentoring, New-hire agent training, Employee Motivation and Retention
Jun 19, 2009
The market for qualified call center agents is becoming more and more competitive, but looking beyond conventional labor pools and recruiting methods can help managers uncover an abundant agent supply.
Individuals with disabilities, Older workers, Alternative workforce, Agent Recruiting
Dec 01, 2008
Keeping your star call center agents in place and engaged takes a solid plan and lots of time and attention to proven people management practices.
People Management, Employee Motivation and Retention, Agent Empowerment, Agent Health/Wellness
Jul 30, 2008
A Q&A with World Travel Holdings' Drew Daly.
Employee Management Issues, Change management, Performance management, Communication
Apr 30, 2008
Knowing the causes of agent burnout can help you keep it to a minimum; eliminating them can stop the spread of low morale, improve centerwide performance and help to retain your top agents.
People Management, Employee Management Issues, Personal issues, Performance management
Sep 26, 2007
Tried-and-true strategies for ensuring that your best agents are engaged, committed, progressing… and satisfied.
Agent Training, Continuous agent training, Creating development plans, Coaching
Sep 04, 2007
Germany-based Gunter Greff reminds us that the biggest impressions organizations make on customers are those developed when communicating with call center employees. Lesson: treat your employees well! (This article has been translated to English.)
Agent Satisfaction/Engagement, Agent Empowerment, Agent Turnover, Team Building
Aug 04, 2007
Motivation is less a matter of "motivating people" and more one of creating an environment in which the motivation already resident in each person can flourish.
Employee Motivation and Retention, Agent Satisfaction/Engagement, Agent Turnover, Agent Incentives
Jun 01, 2007
How to help team leaders intervene before agents burn out and attrition rises.
Agent Turnover, Cost of turnover, Voluntary turnover, Negative (external) turnover