Special Report - Operations & Fulfillment: Rethink Your (Web-Influenced) Call Center
New tasks require analysis of CSRs' experience and salaries
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Liz Kislik
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Staff retention is usually a positive, but higher pay, based on either length of service or special assignments, encourages people to stick around, creating an escalating spiral in cost — unless you institute wage caps. Also, work tends to fill the time available; people tend to justify their own presence by being busy.
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Liz Kislik
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