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2 of 2 people found the following review helpful:
4.0 out of 5 stars
Call Center Best Practices not so practical,
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This review is from: Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition (Paperback)
Brad Cleveland performed due diligence in putting together this anthology of Call Center Agent Retention best practices. But what's missing is a conclusion and recommended steps to implementing these best practices. A checklist, at the very least, could have saved me countless hours. If I wanted the incidentals, then, I could have turned back to what exemplified his identified best practice companies.
Not a complete waste of time, but just ask yourself or your agents why they are leaving or what you could do better to retain them, and save yourself the $12. |
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Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition by Susan Hash (Paperback - Sept. 2004)
$16.95
In Stock | |
 
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