call center attrition

Part 4 of Attrition-Proof article series now available online

In the 4th installment of a 5-article series published in Contact Center Pipeline magazine, Eric Berg explains how traditional career paths can sometimes lead centers and agents into trouble, and describes the benefits an empowered employee can bring to an organization. In Why Floor Leadership & an Empowerment Culture Matter, Mr. Berg shares the real and preventable reasons why employees leave. Why Floor Leadership and an Empowerment Culture Matter: The #1 reason employees leave In the course of my business, I work with a large number of contact centers with varying contact types,...

Attrition-Proof Part 3: Why Training Matters, now available

Eric Berg has written a 5-article series accepted for publication by Contact Center Pipeline magazine. In this 3rd installment, Why Training Matters, Mr. Berg follows the clues from a disappointing customer satisfaction survey to its source—an ineffective training program. He goes on to describe and explain the necessary components to successfully train new hires. Why Training Matters: What are your goals for training? Recently, I was working with a contact center client that was experiencing low customer satisfaction rates. They thought changing the profile of their new hires could fix...

Second Contact Center Pipeline article released: "Attrition-Proof: Why Onboarding Matters"

Eric Berg has written a 5-article series accepted for publication by Contact Center Pipeline magazine. In this 2nd installment, ATTRITION-PROOF Part 2: Why Onboarding Matters, Mr. Berg dissects an onboarding fail, examines the ripple effect of a badly-managed onboarding stage, and provides clear instructions and options for building your own effective and successful onboarding plan. Why Onboarding Matters: Does your culture say “Welcome” or “Please leave”? A few months ago I was onsite at a call center as temporary employees were arriving for their first day...
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