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Call center agent turnover and retention
OVERVIEW. Key aspects of successful agent retention processes. CORPORATE CULTURE. The role of corporate culture in agent commitment. Negative culture and dysfunction permeate U.S. call centers, study says. ENHANCING AGENT RETENTION. Cut agent turnover by hiring for motivational fit. Build long term...
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| 企业作者: | |
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| 格式: | 图书 |
| 语言: | Spanish |
| 出版: |
Call Center Press
2003
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| 丛编: | The Best of Call Center Management Review
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| 总结: | OVERVIEW. Key aspects of successful agent retention processes. CORPORATE CULTURE. The role of corporate culture in agent commitment. Negative culture and dysfunction permeate U.S. call centers, study says. ENHANCING AGENT RETENTION. Cut agent turnover by hiring for motivational fit. Build long term loyalty from the agent's perspective. Create a pleasant, productive environment that will boost agent retention. Combating the negative effects of job stress in the call center. Getting aggressive with agent retention. PLANNING FOR TURNOVER. Effective planning for turnover. "Designed turnover": a different approach to retention. Consider agent turnover to be a friend, not a foe. SUCCESS STORIES. A decade of service the average for agents at medicAlert call center. AmFac parks and resorts cuts agent turnover with elaborate career path. SPECIAL TOPICS. Understanding the costly threat of agent turnover. Managing internal agent attrition. HUMOR. Turnover reduction practices |
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| 实物描述: | 127 p |
| ISBN: | 0-9709507-9-9 |