Top tips for tackling agent attrition in the call centre

With unemployment rates in the U.S. hovering around 2.5%,  it is becoming more important to hold on to the contact centre employees that companies already have in place. The pool of qualified applicants grows smaller because of lower unemployment rates but also for other reasons, such as potential employees becoming more discerning of not only the job descriptions but also taking in to account the corporate culture of a prospective employer, the online reviews of previous employees and word of mouth via social media about a company.

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Why you should track your customer interactions in the call centre

 

Customer relationship management is an approach to manage a company’s interaction with current and potential customers. The objective of the approach is to improve the relationship between the customer and the business to improve retention rates and drive sales.  The central element, essential for good customer relationship management is reliable, full-context customer histories, without this data a company would struggle to manage relationships effectively.  In this blog, we’ll delve in further and look in more detail at why it’s important to manage customer interactions effectively across the whole business. 

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