We put a lot of emphasis on pleasing the customer, and for good reason. But with all the attention put on satisfying customers, it can be easy to gloss over the satisfaction of the employees, especially in contact centers. The turnover for call center agents is very high, due to high amount of pressure and a variety of other factors. But there are things managers can do to boost employee morale and reduce churn. The ICMI article “4 Tips for Reducing Agent Churn” by Tamara Irminger Underwood elaborates on the following 4 steps for reducing agent churn:
- Relevant training (the big picture)
- Micro training (the little picture)
- Create meaning
- Listen and consider
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