Hiring People – Getting it Right the First Time (All the Time!)

Agent attrition has always been a huge issue in the contact center industry. High turnover plagues BPO’s around the world for various reasons – high burnout, a stressful environment, abusive customers, lack of training, low pay, inflexible schedules…  In response, the industry bends over backwards to offer incentives and remediate workplace issues to entice people […]