Robert Davis

MARCH 2, 2017

RCDA has invested many years in research to drive KPI achievement through call flow enhancement and agent and leadership development. Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Balto

NOVEMBER 22, 2022

When it comes to agent experience, contact centers have made significant strides in recent years. Attrition rates for contact center agents generally hover around 30–45% , and they reached as high as 100% during the COVID-19 pandemic. Why 1-on-1 Onboarding Is Critical for Contact Centers. Be Consistent.

Contact Center 52

Contact Center Coaching Call flow Best practices 52

Balto

FEBRUARY 6, 2023

With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.

Contact Center 52

Contact Center Coaching Surveys Scripts 52