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MULTICHANNEL MERCHANT » ARCHIVES FOR PENNY REYNOLDS
Everyone knows contact centers have high turnover rates. But many managers have little idea of what this churn is doing to their operations. They think they are helpless to do anything about it.
Seeking ways to reduce attrition in your contact center? Look to your supervisors to build employee loyalty and prevent agents from leaving
Labor is the single biggest expense facing any contact center — which is why getting the right number of agents in place to answer incoming calls, place outbound calls, respond to emails, and handle Web contacts is critical to contact center success and profitability.
A survey recently conducted by The Call Center School shows that more than 80% of supervisors and team managers in call centers today were moved into that position from frontline agent. While this promotion from within ensures that supervisors understand the call-handling process, care should be taken that the right agents are placed into supervisory positions.
Every call center today is taking a hard look at its bottom line. Budgets and operating expenses are being closely scrutinized and there is growing pressure from upper management to do more with less
Whether manually created or developed through workforce management systems, once you have carefully devised a set of workforce schedules, it
A systematic surveying process will help you better understand customer perceptions of your contact center
The long-term success of any organization, and particularly a service organization such as a call center, depends upon continuous improvement. Most call centers have numerous measures of individual, team, and overall call center performance.