Reducing Turnover: Five Pitfalls That Prevent SuccessIt is no wonder that in today's fast-paced, changing work environment, attrition rates are high. Nowhere is that more evident than in a customer contact center. By its very nature, the atmosphere is hectic and intense. Phones ring constantly and emails abound as customers by the hundreds seek answers about the organization's products or services.The environment is usually tightly structured with the focus on quantity and speed. In this highly charged setting, it's not surprising that employee retention is an ongoing challenge. According to GartnerGroup, overall attrition is averaging 15% per month.
Four Stages in Building and Sustaining a Service Culture
A true service culture is a community of leaders at all levels who embrace a service mindset and build lasting relationships with customers and employees. Organizations, try as they may, cannot create such a culture through training alone. How do you ensure that employees embrace and demonstrate the new mindsets and skills needed to reach a higher level of service? Implement the Four Stages in Building and Sustaining a Service Culture.