Keep up to date with every new upload!

Join free & follow Adrian Swinscoe’s RARE Busines
Share
  • 1 year ago
Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson

Towards zero percent agent turnover in the contact centre – Interview with Tom Goodmanson

Today’s interview is with Tom Goodmanson, President and CEO of Calabrio, a call centre software provider. We talk about contact centres, their importance, the lack of attention that they sometimes receive and some of the perennial problems that they struggle with including agent turnover. This interview follows on from my recent interview – Aligning the organisation around three key journeys and why passenger experience equals employee experience – Interview with Mattijs ten Brink of Transavia – and is number 223 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Highlights from my conversation with Tom: Tom just got married. Some contact centres have an annual agent turnover rate of 100%. However, Tom believes that a 0% turnover rate is achievable and should be a goal (Allowing for retirements and othe

Comments