The last few years have brought immense change and uncertainty to jobs, career expectations, and company necessities. This worldwide shift caused many people to pause and reevaluate what they want and need from employers, leading to what’s known as the Great...
Key Takeaways from Our Latest Webinar: The Secret to Transforming AI from Threat to Opportunity for Your Agents and Supervisors. In today’s dynamic world of customer service, artificial intelligence (AI) stands as both an asset and a source of concern for...
The significance of employee retention and development cannot be overstated in today’s competitive business landscape, particularly in contact centers where maintaining a dedicated, engaged workforce is crucial for delivering exceptional customer service and...
The contact center industry is known for its fast-paced environment and high turnover rates. However, companies prioritizing employee development and upskilling are seeing the benefits of a more skilled, engaged workforce. Upskilling, or providing additional training...
Employee retention has become a top priority for many businesses. In the call center industry, where turnover rates can be as high as 30-45%, retaining top talent is critical to maintaining productivity, improving customer satisfaction, and achieving business goals....
Career pathing is more than just a buzzword. It is the intentional process of identifying opportunities for an employee to grow or diversify their skills in specialties that will support future career growth and advancement. The process also helps identify which...