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.
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Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI’s Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI’s handbook/study guide series of publications on call center management.
Susan Hash is Editor-In-Chief of Call Center Management Review. She is author of Guide to Customer Service Teams and How to Hire the Best Service Professionals. She has been a business journalist for more than 15 years, and has received notable journalism awards for reporting on the customer service industry.
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Book Description Call Center Press. PAPERBACK. Book Condition: New. 1932558047 New Condition. Bookseller Inventory # NEW7.1750245
Book Description Call Center Press, 2004. Paperback. Book Condition: New. Never used!. Bookseller Inventory # P111932558047
Book Description Call Center Press, 2004. Paperback. Book Condition: New. Bookseller Inventory # DADAX1932558047
Book Description Call Center Press, 2004. Paperback. Book Condition: New. book. Bookseller Inventory # M1932558047