13 Jan

5 Things Frontline Leaders Can Do to Help Agent Attrition

Melissa Kovacevic

I love working with front-line supervisors and managers who are learning how to be more effective coaches. Most are eager […]

24 Jun

Special Sauce for Lower Contact Center Attrition

Bob Fletcher

You know the drill. Agents don’t get the training they need. Performance suffers. They lose confidence and become unsatisfied, and […]