7 Steps to Stop the #1 Contact Center Problem

Jim Rembach, chief spokesman for Customer Relationship Metrics, will be joining Intradiem’s Director of Customer Success, Nita Pennardt to discuss the 7 steps to stop the #1 contact center problem, employee engagement.

Jim and Nita will provide pragmatic advice on how contact centers can be proactive about building the foundation for gaining true employee engagement and improving agent morale through a common sense approach that is not so common in contact centers.

We will be hosting the free webinar, “Be a Quitter: 7 Steps to Stop the #1 Contact Center Problem,” on Thursday, Aug. 22, 2013 at 2 p.m. EDT. Free registration is available here.

“One percent of contact centers do not have morale and turnover problems. The other ninety-nine percent don’t know how to fix it or have stopped trying,” said Rembach. “For contact center leaders that want to attack this problem, we are giving them a chance to learn about a systematic and practical approach that creates a contact center culture where employees thrive. And, where contact center performance exceeds all expectations.”

Webinar attendees will hear unique ideas and real-world scenarios on how to operationalize engagement improvements by covering:

  • The impacts of ignoring poor employee engagement
  • Reasons why most contact centers are not addressing lack of engagement issues
  • How to identify habits that impede progress
  • Seven elements that will help to build a foundation for fixing the problem

“This thorough examination of employee engagement is important as the frontline agents have a direct and real impact on customer satisfaction as well as the bottom line,” said Pennardt. “We will cover practical ways to effectively incorporate the tactics that Jim will cover in this must-attend web event.”

Contact center practitioners looking to make positive, foundational changes in their approach to employee engagement will not want to miss this opportunity to learn practical tactics to improve employee engagement.

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