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).

Every leader wants to have a hard-working team. One that goes above and beyond basic performance expectations by putting in some discretionary effort each day. But discretionary effort isn’t something that you can just compel employees to give.

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. 

Call centers are notorious for high turnover rates, which can be costly to businesses. Especially in the wake of the great resignation, it’s more important than ever to make sure your employees feel as if they’re working for a top employer of choice. 

An effective contact center relies on the hard work and dedication of its team members. In order to help call center employees succeed in their roles, it's crucial to provide them with tools, knowledge, and resources they need to complete their daily tasks.

In any organization, employee retention is key to success. For contact centers, this rings especially true as turnover is expensive and a drag on operational goals. Estimates on the cost of replacing an employee range from several thousand dollars to two times the employee's annual salary.