Too often, employees must spend too much time tracking down information they need to do their jobs effectively. With an effective knowledge base, you’re making an investment in your team by providing quicker, more efficient access to valuable information... and you’ll be helping to increase your team’s confidence level.
What does it mean to your organization? Happier employees and a better customer experience.
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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 and how you, as a contact center leader, can cultivate an environment that encourages it.
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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 cost of voluntary turnover in U.S. businesses at $1 trillion per year.
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