To help you develop processes to retain your best agents, we’ve compiled this collection of articles filled with ideas, information and tools that will allow you to create an environment that inspires agents to stay and grow with your organization—and help you get the best possible ROI for your recruiting and training dollars.
Employee Motivation and Retention, Agent Empowerment, Agent Satisfaction/Engagement, Agent Turnover
This topical book concentrates on the four key factors for building a positive, morale-boosting, growth-oriented call center environment: motivation, compensation, incentives and career paths. Originally published in the pages of Call Center Management Review, the articles presented here include ideas, recommendations and tried-and-true processes for career progression programs, skills development, rewards programs, non-monetary incentives and agent empowerment.
Agent compensation/benefits, Career/skill paths, Agent Incentives, Employee Motivation and Retention
3 Must-Have Books for the Superior Call Center Agent
- Strengthen your body
- Develop a healthy attitude
- Improve your personal relationships
- Lift your spirits
- Control your job
- Improve your environment at work and at home
- Develop self-understanding
- Improve your mind
- Control your emotions
- Live a healthy lifestyle
- Are you ready to turn your job into a career?
- Have you ever wanted to get more out of your job than just a paycheck?
- Do you wonder about your call center operation’s bigger picture—and where you fit in?
- How can you tell when you’re doing an excellent job?
- How can you become more competent and confident in your new career as quickly as possible?
- Why leadership is so critical in call centers
- Theories of Motivation: What makes your people “tick”?
- Time management: Where does your time go?
- How to improve your staff’s performance through monitoring and coaching
- Trends that will influence the way you lead
Agent Health/Wellness, Personal issues, People Development, Soft skills
