Scheduling
Time & Attendance
Forecasting
Employee App
Payroll Integrations
Communications
Staffing Management
By Staff Report
Sep. 7, 2011
Dear Calls Keep Coming:
There are numerous best practices that companies are undertaking to retain their top contact center staff.
Lately, companies have begun placing more emphasis on better hiring practices, coaching and training (for both agents and supervisors). They’ve also begun clarifying career paths for their employees, along with giving customers an opportunity to evaluate their experiences with call center staff. The feedback from this latter initiative is then shared with call center agents to help them build an emotional connection to both the company and its customers.
Companies are adopting approaches that give them more direct and immediate feedback from customers. Not only does this provide positive reinforcement from customers, but it also enables companies to pinpoint improvements that create job validation and satisfaction for employees.
Historically, contact centers have been viewed as production facilities and cost operations. This view is changing, and more companies are focusing on customers and on retention efforts. At the heart of these efforts is a solidly working contact center.
SOURCE: Jim Rembach, Metrics, Sterling, Virginia, Dec. 14, 2005.
LEARN MORE: Call Centers Find Savings Begin at Home explores the challenges companies face when using agents who work from home. Also, a chart listing skills required of call center supervisors
The information contained in this article is intended to provide useful information on the topic covered, but should not be construed as legal advice or a legal opinion. Also remember that state laws may differ from the federal law.
Ask a Question:
Ask a Question | Dear Workforce Newsletter |
Come see what we’re building in the world of predictive employee scheduling, superior labor insights and next-gen employee apps. We’re on a mission to automate workforce management for hourly employees and bring productivity, optimization and engagement to the frontline.
Staffing Management
Managing employee time-off requests: A guide for business ownersSummary Vacation, sick time, PTO banks, and unpaid leave are only a few forms of employee time off — Mo...
Staffing Management
4 proven steps for tackling employee absenteeismSummary Identifying the cause of employee absenteeism not only helps uncover deeper-rooted issues — Mor...
absence management, Employee scheduling software, predictive scheduling, shift bid, shift swapping
Staffing Management
Employee or contractor? 6 worker misclassification FAQsMisclassification of employees as independent contractors led to overtime violations, according to a La...
compliance, Department of Labor, employee engagement, FLSA, HR technology, Worker misclassification