Archive for the Whitepapers Category

How to Keep ‘Em Once You’ve Got ‘Em — Reducing Attrition From the Get-Go

How to Keep ‘Em Once You’ve Got ‘Em — Reducing Attrition From the Get-Go

SUMMARY Attrition can eat into a call center’s profits What combination of personality traits makes the ideal call center agent? What are ways to ensure a good job fit? This white paper will answer these questions, showing how crafting a skill and behavioral model can decrease attrition

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From the Ground Up

From the Ground Up

How Gathering and Acting on Employee Feedback Ensures Improvement Highly engaged employees mean excellent performance, and happy employees give better customer interactions. There are many ways to motivate employees and keep them happy, including contests, rewards, cookouts and cash. Have you ever wondered — What is the

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Engaging Employees through Technology

Engaging Employees through Technology

Introduction High levels of motivation are closely linked to employee engagement. Highly productive employees provide companies with a number of benefits, including: Increased profitability Better problem-solving Increased ability to handle uncertainty Increased retention rates Higher scores on customer satisfaction How can we use technology to more effectively

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