7 Steps To Contact Centre Agent Happiness

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Employee attrition can contribute to increased operating costs. Tommy Palomäki at Teleopti explains why it pays to focus on CSR (Customer Service Representative) well-being using automated Workforce Management to inspire and motivate staff in the contact centre.
Good customer service depends on experienced and knowledgeable employees, yet failure to retain these talented employees can have significant repercussions. Recent research from global management consultants McKinsey reflects what Teleopti has suspected for a long time, that employee attrition can erode customer satisfaction while increasing operating costs. With each new customer service representative hire estimated to cost the contact centre $10,000 to $20,000 in training, direct recruiting costs and lost productivity during ramp up, it pays to nurture your talent and keep them on side. 

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