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Employee retention is the ability of an organization to retain its employees and ensure sustainability. Employee retention can be represented by a simple statistic (for example, a retention rate of 80% usually indicates that an organization kept 80% of its employees in a given period). Employee retention is also the strategies employers use to ...
They may work in an office with a call center or in retail. [ 1][ 2] Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. [ 3]
The key differentiation in a competitive environment is often the delivery of a consistently high standard of customer service. Furthermore, in the emerging world of Customer Success, retention is a major objective. [2] Customer retention has a direct impact on profitability. Research by John Fleming and Jim Asplund indicates that engaged ...
Composite by Mariya Pylayev; Getty Images In this week's "Job Descriptions Decoded," I feature a position for a sales/customer service position. In this series, each week, I analyze a live job ...
Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [ 9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [ 9] These services may even be provided at the place in which the customer makes use of ...
The gamification of customer service environments includes providing elements found in games like rewards and bonus points to customer service representatives as a method of feedback for a job well done. [55] Gamification tools can motivate agents by tapping into their desire for rewards, recognition, achievements, and competition. [56]
Employee engagement is a part of employee retention." This definition integrates the classic constructs of job satisfaction (Smith et al., 1969), and organizational commitment (Meyer & Allen, 1991). Defining employee engagement remains problematic.
Customer attrition, also known as customer churn, customer turnover, or customer defection, is the loss of clients or customers. Companies often use customer attrition analysis and customer attrition rates as one of their key business metrics (along with cash flow , EBITDA , etc.) because the cost of retaining an existing customer is far less ...
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