Information & Communication Technologies

Agent Lifecycle Management Best Practices

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Published: 19 Jan 2011

Labor accounts for between 65-80% of the operating costs of a contact center, yet most contact centers still tolerate very high employee turnover rates. However, centers that have a better grasp of the entire agent tenure - including the parts that happen before and after actual contact center work, have better retention rates and customer service scores. This market insight discusses some of the industry best practices for the three main time periods of the agent's career - before the first call; tenure on the job; and up, out or beyond the contact center.



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