The ROI of investing in employee retention and development in contact centers
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...
Why call center careers matter: The importance of employee retention
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....
What is competency-based career pathing and what are its benefits?
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...
Career Coaching: How to maximize employee retention and experience
The United States is experiencing one of the most competitive job markets of the last decade. A growing number of candidates and frontline employees are seeking companies that offer upskilling and career enrichment programs, which are interpreted as a value-adding...
Why call center turnover is a problem and how to fix it
Call centers are vital to many businesses, providing customers with the support and information they need to make informed decisions and resolve problems. However, retaining high-quality employees in these roles can be a significant challenge. High turnover rates,...
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