Agent Retention: The Secret To Improve Customer Experience

Thursday, July 13, 2017 Agent Attrition

agent retention

People seem very concerned with customer experience these days. There are conferences on it — like CX Week, which just happened at the end of May — and numerous niche publications and the always-willing “thought leaders” in the space. It’s definitely evolved, which is ironic in a way. Wasn’t customer experience always the idea? Didn’t […]

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Call Center Attrition Rates Are At An All Time Low. Lol JK.

Monday, June 12, 2017 Agent Attrition

call center attrition rates

Call center attrition rates are going up before they go down, and that’s a challenging aspect for your business. Let’s walk through a few things you need to know here. First: the broader landscape. The average worker lasts about 4.2 to 4.6 years on the job right now across North America (all industries). In 2017, […]

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5 Reasons That Call Center Stress Is Destroying Agent Retention

Tuesday, May 16, 2017 Agent Quality of Life

call center stress

Workplace stress has been called “a costly epidemic” (seems right) and, for some unclear reason, Groupon (yes, that Groupon) recently did a study on work stress — and found it to be pretty pervasive. There is an irony to all this, of course: in the 1930s, Keynes (a relatively famous economist) predicted that we’d be […]

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How To Improve Customer Experience And Call Center Attrition With One Solution

Friday, May 12, 2017 Agent Attrition

how to improve customer experience

Man, customer experience really took off, didn’t it? For years, executives essentially viewed customers as wallets with fingers. Then, sometime around the early part of the 2010s, customer experience became “the thing.” Everyone wanted to know how to improve customer experience. Breathless strategies rushed into every corner of the space. Suddenly, there were enough “customer […]

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4 Ways To Reduce Call Center Turnover Rates And Improve Customer Loyalty Like A Boss

Wednesday, May 10, 2017 Employee Turnover

improve customer loyalty

Let’s start with a couple of held-to-be-self-evident truths. Most executives want — and are ultimately bonus’ed off of — customer growth, and taught that one path to it is to improve customer loyalty. And while not every executive believes the call center can drive revenue growth (hint: it can), smarter ones realize there are gains […]

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7 Steps To Prepare Your Company To Reduce Attrition

Thursday, April 13, 2017 Agent Attrition

reduce attrition

Attrition can hit you pretty hard financially, although oddly, some decision-makers in organizations seem to have their heads buried squarely in a mound of sand regarding the topic. (Semi-related: unclear, often repetitive middle management roles cost U.S.-based companies $3 trillion per year — yes, with a T — but we often seem to ignore that […]

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