Title	Agent Appraisal, Retention and Satisfaction
Extract	Many contact centres claim staff are their key focus. With agent attrition and absenteeism constant challenges, it seems that efforts to improve staff satisfaction are not delivering the promised returns. Do organisations integrate and link their staff appraisal, satisfaction and retention policies and practices? This paper is an extract from the Organisation chapter of the Global Contact Centre Benchmarking Report 2005, and discusses current trends in resource management and appraisal.
Document Type
Comment
Document Link	documentlibrary/whitepapers/customerinteractivesolutions/agentappraisalrententionandsatisfaction.htm

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