How to Reduce Agent Turnover

How to Reduce Agent Turnover

Agent turnover is one of the most expensive problems in the contact center. According to Harvard Business Review, the organizational costs of employee turnover range between 100% and 300% of the replaced employee’s salary. In addition, it typically takes 8 months for...
What are the Biggest Challenges for Agent Upselling?

What are the Biggest Challenges for Agent Upselling?

We often say your customer service agents are your number one asset. This is true for obvious reasons when it comes to customer satisfaction, as your agents are often the first and possibly the only human representative of your company that a customer interacts...