How to Reduce Agent Churn in the Era of Remote Workersby User Not Found | May 25, 2021, 09:27 AM
It takes a certain kind of person to be able to thrive in a customer service position. Contact center agents need to have excellent communication skills, thick skin, a calm demeanor, and strong organizational skills to succeed. Even though an agent may have the personality and all the right skills to succeed, they may still experience low morale or burnout due to unattainable goals, an unreasonable workload, poor management, and upset customers, leading to turnover. There is a high cost associated with agent turnover, including time to interview, training, salaries, and more. Not to mention the negative effect on the customer experience due to inexperienced agents, which can add significant costs down the road.
How ComputerTalk is Supporting Remote Workers in the Contact Center during COVID-19by User Not Found | Apr 9, 2020, 02:47 PM