Articles about retention

OK, I’ll put my neck on the line here.  The purpose of being in business is not to make profit.
The purpose of being in business is to create and keep customers.
In this article, Carolyn Blunt looks at how we should treat different customer groups in different ways.

Call centre staff turnover is notoriously high, but our panel of experts is on hand with tips on how to improve staff retention.

Conducting an exit interview can be a daunting task, especially when losing a good employee. But it needs to be more than just a box-ticking exercise.
Exit interviews can sometimes leave managers wondering if they could have done anything to prevent it.  We asked a number of senior managers for their advice.

Increasing competition, rising customer expectations, and an uncertain economy have created an even greater need to strengthen customer relationships and maximise customer retention. Here are some expert tips on improving customer retention and ensuring loyalty.

Last week Alex Coxon investigated the biggest problems facing call centres today.
This week it is time to look at some of the solutions.

Call centres are at the front line of customer service. But many things can stand in the way of optimum service provision.
So, what are the biggest problems facing call centres today? And crucially, how can they be overcome? In a two-part series Alex Coxon investigates.

The call centre industry employs over half a million people in the UK, and many of these are of the Generation Y era.  But what does this mean for call centre employers?

With attrition levels on the rise, it has never been more important to get the recruitment process right, first time.
We asked our recruitment experts for their advice.

With a renewed focus on customer satisfaction and attrition rates on the rise, there has never been a more important time to recruit the right agents.
But how do we find people that have got the ‘right stuff’? One of our readers, Customer Service Director – Kevin Stillwell provides a few pointers.

Ideas to improve your staff recruitment and retention:-