Common Causes of Employee Turnover

Excessive turnover costs an organization in many ways: Higher recruiting and training costs; a lower average experience level leading to higher handling times, more transferred calls and lower service levels/response times; the need for more coaching and supervision; and the impact on everyone’s morale when key people leave. The best contact centers continually work on the root causes of turnover. …

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Agent Performance Standards: Keep It Simple

In recent years, I have seen a trend to streamline and simplify agent performance standards. In many cases, they had become too complex — weighted averages, percent time in this and that mode, formulas that would take a mathematician to figure out. Yes, if I’m one of your agents, give me some objectives on being in the right place at the …

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You’re Lookin’ (Too?) Good…

Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs. That, in turn, will …

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Traits of Engaged Employees

The National Business Research Institute (NRBI) identifies six traits engaged employees have in common, including: They believe in their organization. They have the desire to work to make things better. They understand the business context and big picture. They are respectful and helpful to colleagues. They are willing to go the extra mile. They stay up to date with developments …

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Strengthen Ties Across the Organization

Effective communication across an organization is essential to sharing and using voice of the customer. And there are plenty of additional reasons to strengthen ties. Opportunities for ongoing product and service improvements and innovations almost always involve other areas. Root-causes must often be addressed elsewhere; an issue that deteriorates high levels of customer satisfaction may involve processes far beyond the …

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Hiring for Service: It’s Time for a Rethink

In thinking about the challenging job frontline agents have these days, I was reminded of an issue of The Edge of Service™ Newsletter that I published a while ago: The Edge of Service™ Newsletter, Issue 14: Hiring for Service: It’s Time for a Rethink. If hiring is on your list of challenges these days, you might enjoy reading about what …

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