Product Description
High agent turnover can cripple an organization—draining the call center’s budget, destroying staff morale and eroding customer satisfaction. Progressive call centers have taken a proactive approach to the battle against attrition with agent-centric processes designed to find, develop and keep top-performers. Call Center Agent Turnover and Retention offers tried-and-true practices and insights on: • Understanding the costs associated with agent turnover
• Enhancing retention through agent empowerment and growth
• Developing retention-oriented recruiting processes
• Battling job stress and agent burnout
• Developing a positive culture
• Managing internal agent attrition
High staff turnover doesn’t have to be the "nature of the beast." Learn proven strategies from those who have won the war on attrition.