Attrition, Absence and Recruitment

Whitepapers

Attrition, Absence and Recruitment

Our latest whitepaper provides insight and analysis of recent contact centre industry feedback and considers emerging trends around attrition, absence and recruitment.

The paper explores the most valued employee characteristics and examines what staff really want from their call centre careers. It also reveals the real reasons people choose to leave their jobs, and more importantly how recruiting the right people and improving the candidate experience can ultimately boost your company’s brand value.

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The UK Contact Centre Decision-Maker's Guide 2017-18

This annual report studies the performance, operations, technology and HR aspects of UK contact centre operations.

With data gathered from over 200 contact centre managers and directors, the result is the 15th edition of the largest and most comprehensive study of all aspects of the UK contact centre industry.

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This white paper discusses why appraisals are viewed negatively, what constitutes an effective appraisal system and how companies can improve their performance review process.

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This white paper aims to offer employers a balanced look at the pros and cons of hiring differing job agencies while looking at the future of the industry in a turbulent and unpredictable economy.

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This paper explores candidate experience and the broader impact of poor experience on consumer behavior. It provides methods of measuring the cost of poor candidate experience and how to improve the rejection experience.

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This white paper reviews research into employee engagement. It provides a definition for employee engagement and evaluates the level of impact it has on businesses.

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This white paper reviews recent research into the effects of attrition on UK staffing. It highlights common causes for attrition and shares insights on the impact that Line Managers have on staff motivation.

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This white paper explores the concept of a ‘talent community’, considering why a need has arisen and then evaluating their strengths and limitations.

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This white paper looks at the impact of the living wage on UK businesses. It highlights what the living wage is and the employers who have adopted the campaign. It evaluates the benefits of becoming a living wage employer, whilst sharing insights into whether your business can support this campaign.

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