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Not so long ago, our contact center struggled with poor employee engagement and a 66% attrition rate in the first 90 days. Fast forward a year, and we've seen dramatic improvements, including improved employee satisfaction and a doubled retention rate. How did we do it? I'll be sharing our secrets in my upcoming ICMI Contact Center Expo & Conference Session: Improving Training Through Employee Engagement.
In the meantime, I'd like to share three simple tips that will help put your contact center on the path to employee engagement. Watch this short video and tell me what you think! Have tips to add? Share them below in the comments.
Want more? Register now to join Dustie at Contact Center Expo & Conference taking place May 22-25 at the Walt Disney World Resort near Orlando, FL.
Dustie Mercer joined Renaissance in March of 2015 as Director of Call Center Operations. She has a Bachelor's degree from Indiana University-Purdue University Indianapolis, and brings with her over 15 years of call center leadership experience. Her experience spans start-ups to mid sized centers, B2B and B2C, and various industries. Her commitment to maintaining employee morale and a positive work culture, she believes, directly contributes to creating the best possible customer experience.
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