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;...
Lynda.com has given me the opportunity to record a few courses for their library. It’s been a great experience. One of the most recent courses is on Customer Advocacy – what it is, how it’s done and how to maximize its benefits. If you are interested...
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...
