Strategic Leadership Blog / Call Centers

It’s no secret that contact center turnover rates can be staggering. The most recent International Customer Management Institute survey pegs the average call center turnover rate at 33%, that figure …

Sustainable growth cannot be achieved from a foundation built on eroding customer satisfaction. Today, we know that the call center is the key element to a company culture that focuses …

As discussed in a previous post, effective customer service can boost your company’s value, provided that – and this is an important qualification – your customers’ loyalty comes as a …

Organizations faced with running high-performing customer support centers often have one main objective…to find the best talent available to serve and retain their customers. In today’s transient workforce, it can …