Articles and other materials related to measuring and improving agent performance.
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Headcount is the largest expense for support centers and typically accounts for 60-70% (or more) of budgets.Also, the cost of staff turnover is exorbitant.Not only is there the 'hard cost' of hiring replacement staff and training them - but think about how long it takes before the new staff are fully up to speed!That's a huge hit to your department productivity.That's why motivating your staff to give you their best (and stay on the job longer) is so important.Click ‘Download’ to read the full article!
