Presented by: Ron Hildebrandt, Co-founder, Sr. Vice President, Sales and Marketing
On Demand - live Date: March 2008
There is no single reason for high turnover in contact centers. Common reasons include; schedule poor relationships between agents and supervisors, incorrect hiring decisions, lack of career path, poor skills development, and the list goes on. Some of these are just a contact center fact of life. Contact centers can be stressful places to work, and many of the agents are a flight risks to start with. Moreover, the sheer volume of hiring all but guarantees that a large percentage of bad hires will slip through the cracks.
But for the agents who want to be there—and who you most want to keep—there is a new approach that has proven effective in increasing agent satisfaction and reducing attrition in service organizations in the highest volume industries. The speakers cover:
- Building trusted and productive relationships between supervisor and agents
- Creating incentive for agents to stay
- Helping your agent understand their part in impacting their companies success
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