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How do you train the ideal employee in a high-turnover environment? Training employees well and managing turnover is especially important ...
What is an energy vampire? According to Judith Orloff, MD, University of California Los Angeles Psychiatric Clinical Faculty, it is ...
Do HR and IT teams have a mutual understanding of one another? Some say no, they do not, and, further, ...
In the final part of this three-part blog series, we will discuss the remaining five best practices for achieving long-term ...
In Part 1 of this blog series, we discussed the first three of the top 10 best practices for achieving ...
Gamification is the process of applying game mechanics to non-gamified environments, such as contact center operations. It has been lauded ...
Enterprise Feedback/Voice of the Customer (VOC): the measurement and reporting of customer reactions to their experiences and expectations with a ...
Agent attrition is an epidemic that contact center leaders have unsuccessfully tried to remedy for years. To solve outbreaks caused ...
Achieving customer satisfaction by providing an enhanced customer experience is one of the main goals of the contact center and ...
Industry stats on employee turnover and the actual cost to businesses are scary. According to Deloitte Analyst Josh Bersin, some ...
