Agent Lifecycle Management Best Practices
Agent Lifecycle Management Best Practices
RELEASE DATE
19-Jan-2011
19-Jan-2011
REGION
North America
North America
Research Code: 9857-00-18-00-00
SKU: IT01388-NA-MR_11143
$1,500.00
Special Price $1,125.00 save 25 %
In stock
SKU
IT01388-NA-MR_11143
Description
Labor accounts for between 65-80% of the operating costs of a contact center, yet most contact centers still tolerate very high employee turnover rates. However, centers that have a better grasp of the entire agent tenure - including the parts that happen before and after actual contact center work, have better retention rates and customer service scores. This market insight discusses some of the industry best practices for the three main time periods of the agent's career - before the first call; tenure on the job; and up, out or beyond the contact center.
Table of Contents
Introduction
Understanding the Agent Lifecycle
Before the First Call
Tenure On the Job
Up Out or Beyond the Center
Recommendations for Action Steps
Popular Topics
Labor accounts for between 65-80% of the operating costs of a contact center, yet most contact centers still tolerate very high employee turnover rates. However, centers that have a better grasp of the entire agent tenure - including the parts that happen before and after actual contact center work, have better retention rates and customer service scores. This market insight discusses some of the industry best practices for the three main time periods of the agent's career - before the first call; tenure on the job; and up, out or beyond the contact center.
No Index | Yes |
---|---|
Podcast | No |
Industries | Information Technology |
WIP Number | 9857-00-18-00-00 |
Is Prebook | No |