leadership people skills

leadership people skills steps to engage agentsWorkforce optimization

Essential leadership people skills steps for excellent agent experience & morale

(Guest Author: Kate Nasser, The People Skills Coach™, Author, Leading Morale) Contact centre leaders and managers often lament about the high rate of agent turnover. ContactBabel reports that agent turnover rates average 24%, but that 28% of contact centres now have to deal with attrition rates of over 30%. This is not surprising yet it is still very concerning. The…
Helen Billingham
November 20, 2023