Half of call center leaders believe performance has a large impact on attrition, but most only train their agents 2-4 times a year. Replay this event to discover how to maximize agent lifetime value by improving performance on an ongoing basis. The panel discussed a lifecycle approach to managing attrition across all agent populations. You will learn:

• How on-boarding should change in response to retention-based hiring
• How to improve average and low performers to reduce voluntary and involuntary attrition
• How multi-sourced agent programs impact attrition efforts