To Train or Not to Train

According to a recent survey recently conducted by Tealeaf, a leading customer experience management company, one key element to surviving an economic downturn is excellent customer service. This is a huge opportunity for companies (like yours) willing to...

The Impact of Training on Turnover

Agent turnover has always been, and continues to be, a chronically costly problem for call centers, a problem to be tolerated rather than solved. Average turnover in the contact center is reported at 40 to 50%. Respondents to a *FurstPerson survey reported an average...