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Dick Bucci, principal consultant at Pelorus Associates, explores eight ways to retain top employees by humanizing the workplace in an eBook in association with workforce management company Teleopti.

The customer care business is going through an evolution driven by digitalization. Given the buzz about customer self-service and virtual assistants you might think that unemployed customer service representatives (CSRs) would be flocking to learn new crafts. But this has not been the case.
According to the US Bureau of Labor Statistics, in 2016 the number of people employed as CSRs increased by 4.3% compared to only 2.6% for the overall workforce. This highlights how people-led customer service and support is far from dead.

So how do you hold onto employees that deliver personalized outstanding service – whether it’s in person, via call, through email or over chat?

Teleopti, a global leader in workforce management software, has...

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