Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition

ISBN 10: 1932558047 / ISBN 13: 9781932558043
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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.

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