Although it’s hard to believe, millennials make up most of today’s contact center middle management. But disheartening trends indicate that most don’t intend to remain at their current jobs for more than three years.
There are proven best practices to help retain middle management and cultivate new leaders. Hiring from within is important, as is implementing a robust leadership training system. But to ensure success, we must all adapt to new ways of learning and retaining information.
Read on for further insights by downloading the Improving Performance Variability: Guide Your Guides Capabilities for Consistency eBook now.