If you're managing some type of customer support operation or contact center using spreadsheets, shared drives, and a mashup of single-purpose solutions, you're fighting an uphill battle.
These tools may have done the job in the past, but in today's fast-paced world, they're a bit like using dial-up internet.
Let's look at the impact on your business and what you can do about it.
Finding ways to maintain or increase employee engagement and motivation is an important part of any leader’s duties. However, it’s often easier said than done. Leaders may find themselves lacking the...
Employee coaching is a critical part of helping your team members develop and realize full potential. Having the right coaching tools can make managing employee performance and development much...
Getting employees to keep up with their certifications and training can be important for a number of reasons. For some, the goal is to ensure that employees have the right skills to provide top-class...
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...
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.
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...
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...
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...
Call centers are notorious for high turnover rates, which can be costly to businesses. With the constantly changing trends in the workforce, it’s more important than ever to make sure your employees...
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