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Full-Text Articles in Training and Development
Call Center Retention: A Correlational Study Of Work Attitudes And Satisfaction Of Training And Development For Customer Service Agents, Jacquelyn Holmes Birocci
Call Center Retention: A Correlational Study Of Work Attitudes And Satisfaction Of Training And Development For Customer Service Agents, Jacquelyn Holmes Birocci
Electronic Theses and Dissertations
The focus of this study was the theoretical model of work attitudes that customer service representatives have about their jobs, the level of satisfaction they have with training and development, and the relationship of work attitudes and satisfaction with employee retention within U.S.-based software as a service inbound call centers. The purpose of this quantitative correlational research was to investigate if and to what extent work attitudes and satisfaction of training and development had a relationship with employee retention within U.S.-based inbound call centers. A quantitative methodology was used to explore if work attitudes and satisfaction of training and development …
Betting On Talent: Examining The Relationship Between Employee Retention And Onboarding Programs, Jonna B. Blount
Betting On Talent: Examining The Relationship Between Employee Retention And Onboarding Programs, Jonna B. Blount
Engaged Management ReView
The expectations of employees in the United States continue to evolve as generational shifts occur in the workforce. The already raging war for talent has been fueled by the 2020 pandemic, which introduced new ways to work and different types of work opportunities. As a result, employees are re-evaluating their options and seeking ways to extract more value from their professional lives. In these circumstances, employee retention is a competitive advantage, and companies must consider how to retain their most desirable talent. Research in the organizational behavior domain shows that when employees hold values like those of their employing organization, …