Ditch the Spreadsheets: How Outdated Tools Are Hurting Your Operation

TL;DR: Successful call center management balances operational efficiency with agent well-being to deliver exceptional customer experiences. These 10 proven strategies help managers reduce turnover, improve metrics, and build high-performing teams.

Essential tactics include:

• Using data to identify performance patterns and opportunities
• Investing in comprehensive training and ongoing development
• Creating supportive work environments that prevent burnout
• Leveraging technology to streamline workflows
• Building a culture of recognition and accountability

From Sunday, April 23 to Wednesday, April 26, Frost & Sullivan will be hosting their 2023 Customer Contact East event. One of the major focal points of the event will be the recruitment, engagement,...

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...

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...

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...

All growing businesses that are hitting their revenue goals share one common characteristic. They put the customer first.