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Podcast: The KPI Podcast
Episode: 3 Parts of Agent Attrition with Berny Miller
Description: Berny Miller, who has over 20 years of experience in contact centers, joins us to focus on agent attrition.But this conversation dives into so much more. It was hard to narrow down which three points we wanted to share!If you like what Berny has to say below, we HIGHLY suggest listening to this, even if it's on a drive.1) Step back and listen before you make any changes. This means being on the floor with the agents, being in the breakroom, and getting to know your HR person/team. If you...