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How To Have a Great Call Center Onboarding Period

[fa icon="calendar'] Jun 8, 2016 2:53:53 PM / by Jade Longelin posted in training, attrition, retention, onboarding

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Which call center doesn’t strive for quality? Step one to call center quality and stellar customer service starts with quality call center staff. A well built onboarding program is one of many the tools to go about achieving uniform quality and great customer service.

While the turnover rate in call centers is high, with just over one in four employees leaving their call center positions each year, a successful onboarding program can increase employee retention rates by up to 25%. Not too shabby.

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Engage Work-At-Home Staff With These 5 Best-Kept Secrets

[fa icon="calendar'] Apr 6, 2016 1:00:00 PM / by Jade Longelin posted in Agents, employee engagement, attrition, retention

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Which of these scenarios describes your call center agent layout?

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Why You Should Allow Your Call Center Agents to Socialize More

[fa icon="calendar'] Mar 28, 2016 1:30:00 PM / by Jade Longelin posted in Agents, retention, social collaboration, best practices in call center, call center management

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Is your call center all about productivity and efficiency? If so, you'd be surprised to know that allowing a little bit of idle chitchat between agents in your call center could actually bring more good than harm.

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Three Highly Effective Strategies to Retain Call Center Employees

[fa icon="calendar'] Jan 21, 2016 4:24:00 PM / by Briana Songer posted in Workforce Optimization, employee engagement, retention

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As you start a new year, you're likely evaluating, reflecting, and planning around your call center's employee performance and quality process. Do you really know how satisfied they are in their jobs, or if they're doing their jobs as efficiently as possible? How is this ultimately affecting your customer satisfaction results?

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