Contact Center Retention: A Supervisor’s Job
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.
Contact Center Attrition: Why Agents Leave
Seeking ways to reduce attrition in your contact center? Look to your supervisors to build employee loyalty and prevent agents from leaving
Do You Need a Workforce Management System?
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.
Are Your Call Center Supervisors Up to the Task?
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.
Can Adding More Call Center Agents Improve Your Bottom Line?
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
The Power of One in Call Center Staffing
Whether manually created or developed through workforce management systems, once you have carefully devised a set of workforce schedules, it
Customer Surveys, Step by Step
A systematic surveying process will help you better understand customer perceptions of your contact center
Surveying Call Center Success
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.