Let’s face it: the customer service agent’s role isn't easy. Frustrations mount from repetitive work, feeling disengaged, and little chance of promotion. The cost of replacing an agent due to attrition can be more than 1.5 times their salary, which frustrates management and creates a drain on operating expenses. But the biggest price to pay is in poor customer experience, either because agents are green — or apathetic and ready to walk out the door.
With studies showing that more than 1 in 8 contact centers report attrition rates greater than 50 percent, what can customer service leaders do to build more bullet-proof teams, ready and willing to stay on-board and continually deliver best-in-class service?
Melissa Kovacevic, a 30+ year veteran Customer Experience and Coaching Consultant, will debunk the myths many contact centers have around high turnover and explain how to spot — and overcome — the four leading causes of attrition.
In this interactive webinar you will learn about:
Love to geek out about data? So do we! We're digging into customer contact data from the 2016 U.S. Election as well as other planned events like the Olympics and the SuperBowl. We invite you to join our hosts, Dave Thrailkill and Matt McConnell, as they dissect the data and discuss observations and impacts from different industries. You’ll get insight from other professionals in the audience and hear from our special guest speaker who will discuss his experience on how planned events are handled at a major financial organization.
This 30-minute executive session featured Dave Thrailkill, Senior WFM Leader. He joins our CEO Matt McConnell, and together they review how a recent event impacts business across industries and provide insights and tips for increasing contact center productivity without increasing budget.
NewGen WFM is about embracing the changes that are reshaping the contact center landscape from an employee, customer and business point of view, and it also describes the push toward technological innovation with better WFM functionality that includes new intraday management capabilities. In this webinar, guest speaker, Donna Fluss, analyst and founder of DMG Consulting, will discuss the major cultural shift that is already underway, in what she has coined as the "uberization" of WFM.