Managing the New Normal Workforces

Automation, new channels, WFH, and the Great Resignation are shaping workforce management.

Operations Workforce Management Strategy Customer Experience People Turnover Technology Artificial Intelligence Remote Work

Easy to Get is Hard to Get Rid Of…Ode to Leo J.

Time to explore the possibility of “good turnover” in your center.

Operations Strategy People Hiring Performance Management Turnover

Sorry, No Magic Cure-All to Turnover

A combination of work-life balance, learning opportunities, and supporting technologies may be the best Rx.

Operations People Development Turnover Technology Remote Work People

The Risks, Consequences, and Solutions to Attrition

Looking after agents’ mental health and well-being needs to be top of the contact center management agenda.

Strategy Customer Experience People Turnover

Turnover… But Not the Good Kind

I believe that employers recognize the value of retention but haven’t necessarily linked it to the requisite investment.

People Turnover

Managing Attrition in a Strong Economy

What have you done lately that would cause your agents to post on social media about the amazing place they work?

People Turnover

Absenteeism Is a Pain

Good policies should be fair and consistent but should be designed with humans, not robots, in mind.

Operations Contingency Planning People Turnover

Investing in Your Agents for the Long Term

A caring culture promotes open communications and stimulates learning.

People Turnover

You Can’t Rely on Luck to Retain Top Talent: Look to Loyalty, 21st Century Style

Because pensions and tenure are a thing of the past, companies are scrambling to find new ways to offer rewards for their employees’ loyalty.

People Turnover White Papers

Agent Retention

Turnover is highest among entry-level agents (27%), and then tapers off for those in higher skilled and supervisory positions.

People Turnover People management

Developing Long-Term Employees

Perhaps more than anyone else, direct managers have the greatest impact on workplace satisfaction and how employees feel about building a long-term career with an organization.

People Turnover People management

How to Tackle Attrition in the Contact Center

Recognition is usually the first thing to slip when the walls are closing in and you’re struggling to fight fires.

People Turnover People management

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