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Seminars

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Agent Hiring, Training, and Retention Seminars and Books

Also see these related catalogs:

• Call Center Management 
• Motivation and Compensation 

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Seminars

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Developing Call Center Agent Retention Strategies: Fighting Agent Turnover, 2-day on-site training seminar

In this seminar, experts deliver tips and techniques to identify why agents join, stay and leave; calculate the business and financial costs of losing talented agents; assess the strengths and weaknesses of your organization's current retention strategies, build concrete plans that can be immediately implemented in your organization, and more.  For details,

Attend the most popular management certification program in the call center industry. The curriculum focuses on comprehensive skills and knowledge necessary to manage a small, midsize, new, or challenged center. Course content covers tactical management responsibilities, from the most fundamental tasks of hiring, training, coaching, maintaining morale, forecasting, scheduling, and using performance metrics; all the way through quality assurance, cost management, strategy, leadership and more. For details,

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Books

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Agent Staffing And Retention Study Final Report
by Call Center Management Review, softcover, 24 pages, 2000, $129.95

This recent study provides you with insight and key data on agent staffing and retention practices and policies within 186 small, medium and large U.S. call centers.  In addition to the detailed findings, charts and tables highlighting key data, the Final Report includes verbatim written comments from the call center management respondents.

This hands-on manual provides everything you need to hire, train and retain the best service professionals.  And, because it's a real working guide, it includes a wealth of sample documents including job descriptions, sample advertisements, interview questions, and new hire checklists.

The majority of this book is dedicated to providing some hands-on advice on which areas within a contact center to focus on in order to have the biggest impact on retaining your talented agents.

The articles within this book present some of the most innovative and creative staffing practices, programs, and strategies in practice today.

Peruse this excellent selection of articles on how to create a call center environment that agents don't want to leave.

CRM initiatives are widely reported as failures or as failing to yield significant benefits.  Integrating People with Processes and CRM Technology focuses project leaders on developing and nurturing the most often overlooked and neglected portion of CRM initiatives: people.  Anton, Petouhoff, and Schwartz provide the project leader with guidelines and action plans to overcome typical implementation problems.

This book is chock-full of information, ideas, and insights on how to attract, recruit, and retain employees.  You'll discover what constitutes an outstanding employee for your organization, and you'll also find guidance on what you can do to reward your employees and keep them perpetually motivated.

Hiring involves more than just placing an ad, talking with some applicants, and making a decision based on some hunch or gut feeling.  Your hiring processes are so important that they can determine the viability of your organization.  This book is quick reading, and provides on-target do's and dont's.  Well worth the price.

It's important that you understand that as a supervisor, manager, or team leader, you do not get paid for what you do, but for what your people do.  This book helps you to prepare performance appraisals that direct your employees'attention to the things that really matter.

Need a plan orienting and training new help desk staff?  Here's what software giant Intuit did.  Take a look!  Their approach may work - as is - for your organization, too.

This book provides an introduction to customer support leadership.  As you read it, you will notice that the leadership principles are interdependent and indicate aspects of an overall theme: value your employees because they are the primary resource of your business.