“The top predictor of workplace satisfaction is not pay: it is the culture and values of the organization followed closely by the quality of senior leadership and the career opportunities at the company.”
What Matters More to Your Workforce than Money, Harvard Business Review
Brand loyalty decreasing and the convenience of the Internet for price shopping means service businesses are challenged to reduce customer churn rates while maintaining price stability. Delivering superior service is a major point of competitive differentiation. The departure of a high-performing agent can impact contact center and company success in many ways.
So how to retain them?
This Pelorus Associates-partnered ebook explores eight ways to retain top employees by humanizing the workplace.