Automotive, Average Handle Time, Customer centricity and Employee engagement

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

SEPTEMBER 15, 2018

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. This not only destroys the agent's soul but also customer satisfaction. Organizations should start emphasizing more on metrics like Contact Quality, Customer Satisfaction, etc. Formalize an Exit Interview.

Call Center

Call Center Morale virtual call center Metrics

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

Fenero

JANUARY 20, 2019

Craving and holding on to straight productivity metrics is probably the easiest way to malign employee morale and retention. Organizations talk about being employee and customer-focused, but end up focusing too much on metrics like Average Handling Time, Average Calls Handled, etc.

Call Center

Call Center Morale Automotive Metrics

Customer Contact Central

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement

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