Be the first to like this
A major component to a business' success or failure is the relationship it has with its new and existing clientele. CEOs and business leaders, as a result, are putting a high value on contact centers and call centers like never before. Contact centers have evolved significantly in this digital age; once just phones ringing, contact centers have now become strategic communication hubs with a diverse number of channels for customer service - and the proof is in the numbers.
According to a recent Forrester report, over the course of the last three years, self-service web activities rose 12%, users utilizing online chat grew by 24%, and community usage increased by 25%. It's clear according to this report that the digital age is only going to further evolve contact centers, but how do we retain those talented Customer Service Representatives (CSRs) as the evolution continues?
Retention rates continue to be a major pain point for contact centers around the world. Due to high stress and low pay, turnover is extremely high at roughly 40%! This free white paper will tout the various ways to increase employee retention and save money while doing so. By implementing these white paper strategies, you may find yourself saving $2,000-$3,000 each month just by keeping those talented CSRs at your organization.