Surefire hires: it's not easy being a contact center agent. Organizations jeopardize their...

This is reflected in the industry's high agent churn rate. In the article "A Recipe for Reduced Turnover: Find the Right Mix" (CRM magazine, August 2005), Saddletree Research Chief Analyst Paul Stockford put yearly, industry-wide agent turnover at about 40 percent. And it's no wonder why. Customer service representatives (CSRs) are required to juggle multiple tasks: properly handle customer inquiries, cross- and upsell products and services, hit various performance targets, and calm fuming customers, just to name a few, all while under the sometimes overbearing eye of managers and