Ready to Promote Your Star Agent to Supervisor? Not so Fast
By Erica Marois for Contact Center Pipeline
When a supervisor position comes open, it’s natural to look to internal candidates first, especially considering how long the hiring process can drag on. But promoting from within doesn’t always have to mean pulling the best frontline agents off the phones.
Attrition is the rate at which members of staff leave the workforce over a given period of time. It is also known as ‘employee turnover’, or ‘employee churn’, although in the contact centre industry, ‘churn’ tends to refer to the flow of customers rather than staff.
Leaders: How are Your Daily Behaviors Impacting Your Team?
By Chris Edmonds for ICMI
Every leader has an impact, every day. Do you have a positive impact, defensive impact, or somewhere in between? Research over the past ten years shows that a leader's impact is powerful - and, too often, negatively influences employee sanity and production.