Voluntary employee turnover can have a major impact on any kind of business. While the specific cost of replacing an individual employee will vary based on industry and employee role, the price tag of employee turnover can easily exceed thousands of dollars. Estimates from Gallup put the annual...
Keeping talented call center staff is incredibly difficult at the best of times. Employees often balk at the high stress levels and long hours — which can be exhausting for both workers and managers.
While it’s true that burnout is one of the biggest causes behind voluntary turnover in call...
For any call center, employee recruitment is a major concern. With average call center turnover falling between 30% and 45% (Source: QATC), call center leadership is constantly pressured to add new talent and improve retention rates for existing call agents.
An employee performance dashboard can be incredibly useful for getting an “at-a-glance” view of how your team is doing when it comes to meeting their performance goals (or, if you want, their process goals).
Discretionary effort is the often untapped potential within your team, the extra mile they can choose to walk – or not – that often means the difference between good and great in the customer’s experience, your performance metrics and profitability. Let's explore what powers this invaluable asset...
Employee engagement is a critical issue for any organization regardless of size or industry. When you have high levels of employee engagement, your team is more likely to go the extra mile to meet goals and is less likely to quit. On the other hand, employee disengagement increases the risk of...
Artificial Intelligence (AI), or software solutions that try to imitate human intellect to achieve complex tasks, have long been a part of business operations. Many businesses rely heavily on AI to sift through massive data sets so leaders can make more informed decisions. For call centers, speech...
Employee coaching is crucial to maintaining a productive workforce but often falls to the wayside when day-to-day tasks get in the way. When coaching your employees, it’s important to create a feedback loop that helps employees continuously grow and improve.
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