After 5.6% growth in Agent headcount for 2010 - and with growth again projected in Agent headcount for 2011 - the economic recovery is beginning to be felt in the Call Center Industry. While turnover rates are still at all-time lows - employers shouldn't be fooled into thinking this represents how their Agents feel about their Contact Center as a desirable place to work. Employees tend to hunker down during economic downturns - and just hold on to their jobs - even if they are unhappy or a poor job fit. And don't kid yourself - many of them are. After freezes, reductions, cutbacks and the like - job satisfaction in many Call Centers is nothing to brag about.
This recession has forced many frustrated, disappointed and unmotivated Call Center Agents to stay put. This trend in Call Center Turnover is not a new one and is consistent with past recessions. Just as in past recessions - when job opportunities become more prevalent - employees will go running for greener pastures - and employers could be left with a lot of empty workstations. It also tends to be the top performing Agents that jump ship first - leaving you with the "loyal" workers - who tend to be your average or below-average performers.
We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more
A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more
There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more
Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more