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

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

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

How to fix the broken workforce preparation model.

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

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

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

A caring culture promotes open communications and stimulates learning.

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

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

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.

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