Importance of coaching leadership in employee development
Skilled and trained employees are the most important resource of a company. This is true for every single company, but the significance of skilled employees is particularly relevant in the customer service industry. Customer service agents come across a diverse range of situations and people in their work. All these interactions need to be conducted […]
Attracting and keeping millennials
The way we look at work has changed. It’s no secret that retention rates for millennials are in decline and have been for a while. The average turnover in call centers is around 33 %, and in some cases, this rate can be much higher – even reaching three-digit numbers fast.
Too much information is overwhelming – also during orientation
Contact centers usually have a higher employee turnover than many other businesses. Because of this, the orientation period needs to be efficient, but also pleasant to the employee.
Top problems for contact centres, #2: Employee commitment
The commitment level of your employees has a huge influence on company culture, and as a result, it also influences the way your strategy is realized and, ultimately, the profitability of your business.
Link quality to your reward system
As I have mentioned before, the customer experience is one of the hottest topics in the business world right now.