Summary
We're in a new era now: User experience nearly killed several of CRM's early leaders before they got the message; today, by contrast, emphasis on customer experience is fairly dominant. Continued competition will force vendors to improve and simplify their wares and develop better modes of providing service focused on that customer experience. So even though attrition in the contact center might seem like a big problem-and it is-I believe it's temporary.
Attrition is high industrywide -- as high as 50% or more, depending on circumstances. Not every contact center is that bad, and even the bad contact centers have good periods. The late management guru Peter Drucker once said: If you cannot find the right person to fill a job and people consistently leave the job, the problem lies in the job, not the people. Drucker's prescription was to consider reorganizing the job, breaking it down into smaller parts and reassigning certain tasks so that more brains could be applied to the challenges of the job. Even though attrition in the contact center might seem like a big problem -- and it is -- the author believes it is temporary.See the full content of this document
Extract
Back to the Drawing Board
HY DO GOOD-or even great-contact centers have such persistently high rates of attrition, especially when on-boarding new agents? (On-boarding is the process that starts with hiring and co...
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