The Hidden Drivers of Employee Attrition Your business rivals may be gaining the edge on you through more than just their processes and efficiencies. The industry's best companies are aware of the costs associated with employee attrition and how to avoid them. Attrition can cost $200K/year in a group of 100 agents. However, the cost isn't the area many companies struggle with. Often, they may rework their pay structure, training, or recruiting and find that retention does not improve. If the reasoning behind [...]
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So far Elisabeth Marrone has created 35 blog entries.
Closing the Gap on Quality & CSAT Extraordinary customer satisfaction ratings have never been more expected. As customers ask for a greater level of service from all businesses, the importance of your Quality Monitoring (QM) practices continues to grow, too. It is crucial to consider the two-way street of how QM and CSAT inform each other. When was the last time you checked that your Quality Monitoring program was fulfilling the goals it was designed for? Perhaps you have noticed a stark difference, or Performance Delta, in your [...]