description: Revised and Updated with New Material High agent turnover can cripple an organization?draining the call center's budget, destroying staff morale and eroding customer satisfaction. Progressive call centers have taken a proactive approach to the battle against attrition with agent-centric processes designed to find, develop and keep top-performers. Call Center Agent Turnover and Retention offers tried-and-true practices and insights on: ? Understanding the costs associated with agent turnover ? Enhancing retention through agent empowerment and growth ? Developing retention-oriented recruiting processes ? Battling job stress and agent burnout ? Developing a positive culture ? Managing internal agent attrition High staff turnover doesn?t have to be the ?nature of the beast.? Learn proven strategies from those who have won the war on attrition.
language: English
title: Call Center Agent Turnover and Retention: The Best of Call Center Management Review
titlecomplete: Call Center Agent Turnover and Retention: The Best of Call Center Management Review
ratings_count: 7
publisher: International Customer Management Press