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Synopsis: 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.
About the Author: 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.
Title: Call Center Agent Turnover and Retention: ...
Book Condition: New
Book Description Call Center Press. PAPERBACK. Book Condition: Fine. 1932558047 Ships promptly. Bookseller Inventory # HGT4596KBGG051217H0112
Book Description Book Condition: Good. Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition. Bookseller Inventory # Amz4700386
Book Description Call Center Press, 2004. Paperback. Book Condition: Very Good. Great condition with minimal wear, aging, or shelf wear. Bookseller Inventory # P021932558047
Book Description Call Center Press, 2004. Paperback. Book Condition: Like New. Almost new condition. Bookseller Inventory # P011932558047
Book Description Call Center Press, 2004. Paperback. Book Condition: New. Never used!. Bookseller Inventory # P111932558047