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Solving the CRM Employee Retention Problem: A Customer Service Approach (Part II)

There is definitely a link in the customer service arena between the quality of service the customer receives and their levels of satisfaction. The better the service, the more satisfied the customer. And, when the customer is more satisfied, he or she is usually more loyal to the service provider....

Tags: Customer Service, QoS, Employee Retention, CRM, Gerson Goodson, Product Marketing, Customer Relationship Management (CRM), Recruitment & Selection, Marketing, Enterprise Software, Software, Human Resources, Workforce Management

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Solving the CRM Employee Retention Problem: A Customer Service Approach (Part I)

Employee retention is a huge problem facing call center managers. There are staff shortages caused by people not entering the profession, too many people leaving the profession for either higher-paying jobs or jobs with less stress, and not enough promotional opportunities to warrant people making a career out of being...

Tags: Profession, Customer Service, Employee Retention, CRM, Gerson Goodson, Customer Relationship Management (CRM), Product Marketing, Recruitment & Selection, Call Centers, Enterprise Software, Software, Marketing, Human Resources, Workforce Management, It Operations

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