Low-Cost (And No-Cost) Strategies For Retaining Agents

Topics:
Talent Management
Tags:
Agent,
Software,
Real Estate,
It Operations,
Enterprise Software,
Customer Relationship Management (CRM),
Contact Center,
Call Centers,
Business Operations,
Strategy
Source:
Career Systems International

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Overview: From the executive summary: ‘One of the toughest challenges contact centers face is agent turnover. Whether the cause is burnout, dissatisfaction with opportunities, the boss, or the pay, well-trained people are leaving contact centers faster than they can be replaced. Despite the recent softening of the job market, good contact center agents are still hard to get and harder to retain. In addition, as the economy improves and employment opportunities increase in other fields, contact centers can be expected to face even greater retention challenges.’ The paper examines some strategies for retaining contact center agents.

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Format: PDF | Size: 38KB | Date: Aug 2002 | Pages: 2

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