Presented By: Allyson Boudousquie, Director, Business Process Marketing, Aspect Software
On Demand: Live Date - January 2008
form the lion’s share of contact center operational budgets - ranging from 64% to 74% of the total operational spend. It is more important than ever to improve on contact center agent retention. Retention is a multi-faceted process that includes hiring smart, coaching and ongoing training, as well as tracking progress and rewarding those who excel.
The longer agents are with you, the more significant the contribution you can expect them to make and the lower your costs for replacement. This Webinar will help you understand how to focus the hiring process, identify employees in need, prioritize agent development opportunities, as well as what tools are available to help you improve individual and operational performance.
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