Set up employee journey analytics so that you can capture everything from work anniversaries to role transitions, to analyse and understand what’s working well, what isn’t, and how to improve those areas. Again, Pulse surveys are your friends here. Shorter and more frequent than an annual ...
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Attrition refers to roles that you aren't intending to fill when staff retire or leave, reducing your workforce over time by transferring duties to other staff, or removing the role altogether. How to calculate staff turnover Use this formula to calculate your annual staff turnover: Annual ...
However, it can be good to measure customer churn over a shorter time period as well. Simon Priestly Simon Priestley, an Interim Contact Centre Senior Manager, explains: “I would also take a shorter time frame and analyse it, to get a feel for whether or not your strategies to reduce ...
and other easily recorded numbers would mean nothing without knowing the ‘which-is-what’. So you’re not left spinning your wheels, you must know which data set matters, and more importantly, how to interpret and analyse it to sharpen your customer service chops for an even better bottomli...
Analyse feedback for insights:Use tools and techniques to analyse feedback data for trends. Look for common themes or repeat issues customers are facing. Pay attention to qualitative and quantitative feedback to get a comprehensive understanding of customer sentiment. ...
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Agents are often under pressure, whether from management to consistently perform better or from customers to solve problems quickly and effectively, and that pressure is more likely to lead to turnover than to increased performance. Pressure is an important contributor to attrition, which costs the ...
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