TITLE

Back to the Drawing Board

AUTHOR(S)
Pombriant, Denis
PUB. DATE
September 2007
SOURCE
CRM Magazine;Sep2007, Vol. 11 Issue 9, p12
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article examines what causes persistently high rates of attrition in contact centers. A variety of issues impact attrition in a contact center. They includes new agents who were improperly trained, the job expectations of new agents were not properly set, the interview process was flawed and the prospective agents' skills and backgrounds were not well matched to a particular job.
ACCESSION #
26481448

 

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