Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Agent Retention Hints, Tips & Best Practices

How to Retain Your Best Call Center Agents

Posted: October 11 2013 by: Chuck Ciarlo

Technology has inspired many changes to the call center, but one challenge remains unchanged, consistent and vital to the success of a business – finding and retaining outstanding agents.

This article from ICMI was written in 2008 – a lifetime ago by tech standards. But the five tips it provides for agent retention are just as helpful today – perhaps even more so, as the people skills many of us used to take for granted continue to erode.  More...

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