Stay interviews allow contact centers to get arms around employee attrition

By Vicky Egan, RCDA Senior Consultant Is attrition killing your contact center performance? An empty seat impacts the entire company. The productivity of the call center will decline, it will impact customer service metrics, service levels will take a hit, and it will affect other KPIs because the team will be handing the same volume of calls with one less team member. Additionally, when a...

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Here are four ways to improve ROI in your marketing budget by considering contact center operations

By Rich Hand, RCDA Consultant Marketing professionals spend countless hours creating campaigns designed to drive customers to their contact centers. They design these efforts to bring in revenue by enticing customers with special offers. Organizations expect that the agents taking these calls will not only sell the product or service marketed, but they will also upsell, cross-sell and create an...

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