Articles about retention
How to recruit the right call centre agent
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.
Customer Retention
One of the most pressing questions put to me is “How can the call centre support customer relationship and customer retention strategies?” This article looks at how customer retention can be deployed in the call centre.
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