Stand Out for Promotion

Discover proven career advancement strategies that create growth opportunities and help you stand out at work after earning your degree.

Your degree represents a significant achievement that opened doors to your first professional role. It demonstrates your dedication to learning and equips you with essential knowledge that employers value. However, the professional landscape is constantly evolving beyond what any degree program can fully prepare you for.

The U.S. Bureau of Labor Statistics (BLS) highlighted that nearly 70 percent of employers now prioritize practical skills and workplace impact over academic credentials when considering promotions.¹ This reality makes continuous learning beneficial and essential for anyone looking to advance their career.

Let’s explore the strategies that will help you stand out from other degree holders and position yourself for faster advancement.

Why Continuous Learning is Key to a Successful Career

Here’s why ongoing professional development delivers significant advantages:

Adaptability to Industry Changes

Professionals who continuously update their skills remain relevant despite technological advancements and shifting market demands. This adaptability makes you valuable as industries transform and new challenges emerge.

Enhanced Problem-Solving Capabilities

Regular learning exposes you to diverse approaches and solutions. This expanded toolkit helps you address complex workplace challenges with creativity and confidence that degree-only professionals often lack.

Increased Visibility to Leadership

Demonstrating a commitment to growth signals ambition and potential to decision-makers. Managers notice employees who actively pursue knowledge beyond their formal education, marking them as candidates for additional responsibilities and advancement.

Specialized Expertise Development

Continuous learning allows you to develop niche skills highly valued in your industry. This specialization distinguishes you from your peers and creates advancement opportunities that might otherwise remain closed.

How to Stand Out and Get Promoted After Landing Your First Job

Here are a few tips to help you stand out, climb the ladder faster, and carve out a rewarding career path:

Strengthen Your Soft Skills Early

Technical knowledge can get your tasks done, but soft skills make you the person others want to work with — and promote. Communication, teamwork, emotional intelligence, and adaptability aren’t extras anymore; they’re critical components of effective career development.

For example, someone with high emotional intelligence is better equipped to manage workplace stress, handle constructive criticism, and build meaningful professional relationships. Similarly, effective communication —both verbal and written— is a skill that carries significant weight.

The ability to express ideas clearly and listen actively is critical in every industry, from customer service to technical roles. Whether you’re giving a presentation, sending an email, or participating in a meeting, your communication skills will determine how well your message is received and how effectively you can influence others.

These skills are often the ones that elevate employees into leadership positions, making them key for anyone looking to stand out. You don’t have to master every interaction. But consistently showing respect, professionalism, and flexibility sets you apart in ways your résumé never will.

Build Strong Relationships That Open Doors

Strong working relationships are the secret weapon of career growth. Your ability to build trust with supervisors, teammates, and clients directly impacts your future opportunities. Building these relationships increases your visibility in the company and shows you’re committed to contributing to a positive work environment.

It also opens the door for you to take on projects and roles that involve working with cross-functional teams, making you more valuable to the company.

The foundation of strong relationships begins with being approachable and respectful toward colleagues. Take time to engage with others, showing genuine interest in their work and offering support when needed even on small tasks.

These connections become your most powerful advocates when new roles or special projects arise, as promotions often go to those who are trusted, not just those who are technically capable.

Exceed Expectations Consistently

Meeting basic requirements keeps you employed, but exceeding expectations accelerates advancement. Deliver work before deadlines, include additional insights beyond what was requested, and proactively identify problems before they escalate.

Set personal standards above what’s formally required. Double-check your work for errors, offer solutions when presenting problems, and take ownership of mistakes with immediate corrective action. Employees who take initiative and go beyond basic job requirements are 2.7 times more likely to be considered for leadership tracks.² These habits create a reputation for exceptional reliability.

Take On New Challenges That Stretch Your Skills

If you want to stand out, you need to get comfortable stepping out of your comfort zone. Volunteer for new assignments, cross-train with other departments, or tackle small leadership opportunities even if they feel intimidating at first.

Request assignments that develop new skills relevant to your desired career path. This calculated risk-taking shows management your willingness to grow and adapt—qualities essential for leadership roles.

Seek Out Mentorship and Career Guidance

You don’t have to navigate the early stages of your career alone. A recent study by Forbes found that professionals with mentors are five times more likely to be promoted than those without.³ So, mentorship can dramatically speed up your professional growth and career progression.

Mentors can offer insights that no course, seminar, or self-help book ever could — because they’ve walked the path you’re trying to travel. Identify someone whose career path you admire and request a monthly conversation to discuss your career development. Come prepared with specific questions to respect their time.

Invest in Continuous Learning

The job market doesn’t stand still, and neither should you. Commit to continuous learning to keep your skills sharp and relevant. Whether it’s new technology, customer service techniques, or leadership training, staying ahead gives you a powerful edge.

Some smart ways to prioritize learning include:

Take short, targeted online courses
Attend workshops relevant to your role
Pursue certifications that align with your career paths
Ask your manager about company-sponsored learning programs

Investing in yourself signals to leadership that you take professional development seriously and that you’re prepared for bigger challenges.

Master the Art of Strategic Networking

Having a strong professional network opens you up to new opportunities and helps you stay informed about trends, best practices, and potential job openings. Attend industry events, join relevant online communities, and maintain relationships with former colleagues and classmates. These connections provide valuable perspective and often lead to unexpected opportunities.

Start small with manageable networking goals. Connect with one new professional monthly, participate in industry discussions online, or attend quarterly events in your field. Quality connections matter more than quantity.

Balance Ambition with Work-Life Harmony

Ambition is essential, but pushing yourself too hard too soon can lead to burnout. While many talk about achieving work-life balance, work-life harmony is what truly sets you apart. Balance can often feel like an unattainable goal, as it’s not always possible to give equal attention to both personal and work responsibilities.

Instead, focus on creating a work-life routine that keeps you energized, focused, and sustainable in the long run. Prioritizing your tasks and understanding when it’s time to shift focus lets you maintain a healthy rhythm that supports both your career goals, job satisfaction, and personal well-being.

Discuss Advancement With Supervisors

When the time comes for a promotion or job opening within your organization, you shouldn’t hope someone notices your hard work, you should be ready to make your case confidently. Prepare by documenting specific accomplishments that demonstrate your readiness for greater responsibility.

If immediate promotion isn’t possible, request feedback on what skills or experiences would strengthen your candidacy. This proactive approach demonstrates your commitment to growth within the organization and ensures you’re developing in alignment with the company’s needs.

Ready to advance Your career?

At Salem Solutions, we’re here to help you grow in your new role and achieve lasting success. Whether it’s refining skills or navigating your career path, we’ve got the support you need. Contact us today and let’s work together to reach your goals!

References

Hopson, A., & Torpey, E. (2025, March 6). People and management skills: Career options projected to have fast growth and many openings. U.S Bureau of Labor Statistics. https://www.bls.gov/careeroutlook/2025/article/people-and-management-skills.htm
Harter, J. (2024, September 6). World’s Largest Ongoing Study of the Employee Experience. GallUp. https://www.gallup.com/workplace/649487/world-largest-ongoing-study-employee-experience.aspx
Reeves, M. (2023, October 6). 6 Benefits Of Mentoring In The 2023 Workplace. Forbes Human Resources Council. https://www.forbes.com/councils/forbeshumanresourcescouncil/2023/10/06/6-benefits-of-mentoring-in-the-2023-workplace/

Jule Doran
•
Posted on
June 11, 2025

High-Performing Service Team

Discover strategies for building high-performing customer service teams. Learn how to attract, train, and retain top talent for long-term success.

High turnover is a constant challenge in customer support-heavy industries. The fast pace, high stress, and emotional demands of the job often lead to burnout, making it hard to keep teams fully staffed, let alone engaged and high-performing.

But filling roles isn’t the same as building a team. You can have every seat filled and still struggle with missed KPIs, inconsistent service, and low morale. A truly strong, performance-driven team needs more than just warm bodies; it needs the right people, the right support, and the right environment to thrive.

That’s why it’s essential to look beyond hiring alone. We’ll dive into four key areas that help reduce churn and elevate team performance: attracting the right talent, delivering impactful training, retaining top performers, and building a culture that fuels long-term success.

Why High Turnover Hurts Customer Service Quality

Turnover in customer support roles impacts everything from team morale to customer satisfaction. Here’s how:

1. Time and Money Drain

Hiring new team members isn’t cheap or quick. Companies invest in job ads, interviews, background checks, and training, only to repeat the process when someone else leaves. According to Gallup, the cost of replacing an employee can range from half to twice their annual salary.¹ This constant cycle strains budgets and pulls managers away from higher-value tasks.

2. Decreased Team Morale

When people constantly come and go, team morale suffers. Experienced employees often pick up the slack, train new hires, and deal with inconsistent workflows. Over time, this added pressure can lead to burnout and disengagement, fueling even more turnover.

3. Inconsistent Customer Experience

Frequent staff changes disrupt the customer journey. New hires may not be fully up to speed on systems, procedures, and company policies. This affects their ability to solve issues quickly or deliver service that meets established standards. Customers notice these inconsistencies, which can damage satisfaction and loyalty over time.

4. Loss of Product Knowledge and Rapport

Seasoned representatives carry valuable institutional knowledge that’s difficult to replace. When they leave, your team loses expertise in handling complex inquiries, awareness of recurring issues, and established relationships with long-term customers.

This institutional memory gap leads to longer resolution times, increased escalations, and frustrated customers who have to repeatedly explain their history with your company.

How to Attract and Retain Top Customer Service Talent

Solving turnover requires more than quick hires or temporary fixes. To build a strong, stable customer service team, you need long-term strategies that start with smart hiring and continue through development and retention. Here are a few ways to bring in and keep the right people.:

1. Invest in a People-First Hiring Strategy

If you want to reduce churn and build a high-performing customer service team, start with how you hire. A people-first hiring strategy goes beyond filling roles; it’s about finding the right fit, setting them up for success, and showing them why they should stay. Here’s how:

1.Build a strategic hiring process.

Top-tier customer service reps bring more than just experience, they bring empathy, resilience, and a solutions-first mindset. Use behavior-based interviews, job simulations, and emotional intelligence assessments to uncover candidates who can handle tough conversations and still leave customers feeling heard.

2. Hire for attitude, train for skill.

You can teach someone how to use your CRM or follow a script. What you can’t teach is the willingness to help, the curiosity to solve problems, or the grit to stay positive during back-to-back calls. Look for those traits in your candidates, they’re harder to develop than technical skills.

3. Make your job posting count.

A generic job ad won’t attract standout talent. Speak directly to the kind of person you want on your team. Showcase your company culture, development opportunities, and support systems. When people see a future, not just a job, they’re more likely to stick around.

2. Offer More Than a Paycheck

You might wonder, “How do I stand out when everyone’s hiring for the same customer service roles?” In fast-moving industries, great talent doesn’t just want a job, they want to feel valued, supported, and excited to show up. And that starts with offering more than just a paycheck.

Yes, competitive wages matter. But today’s top candidates are paying attention to the full package. Wellness stipends, flexible schedules, and performance-based bonuses signal that you’re invested in their well-being, not just their productivity.

In fact, 53 percent of employees say better personal wellness is very important when choosing a workplace.² These extras may seem small, but they make a big difference in who applies and who sticks around.

And here’s where many companies miss out: they wait too long to mention the perks. Don’t make that mistake. Highlight your benefits during the hiring process, on job listings, and across your careers page. The more you communicate what makes your workplace better, the more likely you are to attract (and keep) people who want to do great work for you.

3. Offer Clear Career Paths and Promote from Within

People tend to stay where they see growth. When you give your customer service team a clear roadmap from day one for how they can advance into leadership, quality assurance, or training roles, it changes the game. Instead of viewing their job as a temporary stepping stone, they start seeing a future with your company.

Internal promotions do more than boost morale; they also help you retain hard-earned knowledge and reduce turnover. Team members who rise through the ranks already understand your systems, customers, and work environment, which means they can lead with confidence and consistency.

Just make sure you’re communicating these opportunities clearly and consistently across onboarding, check-ins, and performance reviews. That way, your team knows you’re serious about investing in their growth

4. Create A Workplace Culture People Want to Be Part Of

Your team is more likely to stay when they feel supported, valued, and respected at work. That starts with building a workplace culture where recognition and balance are baked into the everyday experience, not just perks offered during tough times.

Recognition programs can go a long way. A quick shout-out in a team meeting or a small reward for a job well done shows people their work matters. But you also need to make it easier for your team to manage the job’s demands. Think flexible scheduling, mental health support, and breathing room during busy seasons.

When people feel seen and supported, they perform better, and they’re also more likely to stay, grow, and become advocates for your company. That’s the kind of culture that fuels long-term success.

Training for Excellence: Building High-Performing Teams

Hiring the right people is just the beginning. How you train and support them makes all the difference. Here are some key strategies to consider when building a high-performance team.

Comprehensive Onboarding

Don’t just walk new hires through your systems and policies; help them understand your company’s values, your service standards, and what success really looks like. This builds a stronger sense of purpose from day one.

Want to accelerate learning and boost confidence? Use hands-on training. Role-playing real customer scenarios, shadowing top performers, and pairing new hires with seasoned “buddies” help bring theory into practice. This practical approach gets your team up to speed faster and helps them stay longer.

Invest in Continuous Skill Development

Show your team members you value their growth by committing to training that goes far beyond the basics. Make regular training a part of your culture. Focusing on communication, mastering new tech tools, and building resilience for high-pressure situations can go a long way.

Since tasks are interconnected, you can cross-train agents to build agility to handle different types of inquiries. That kind of flexibility helps reduce burnout and creates smoother experiences for your customers.

Turn Feedback into Fuel for Growth

Employees tend to stick with companies that do right by their people by making them feel heard, supported, and encouraged to grow. By offering consistent coaching and feedback, you can help create a workplace culture that builds confidence and drives long-term performance.

One way to make this real is by integrating performance coaching into everyday routines. Use tools like call recordings, peer reviews, and scorecards to provide relevant, real-time feedback that feels like support, not surveillance. But you want to ensure you’re going about it in the right way that’ll actually help them urn feedback into a habit that fuels improvement.

Measure What Matters and Reward Progress

Before you can build a high-performing team, you need to know what’s working and recognize the people moving the needle. That means tracking the impact of your training programs through meaningful metrics like customer satisfaction (CSAT), first contact resolution (FCR), and time to resolution.

From there, focus on progress over perfection. Celebrate team members who show improvement, not just those who hit every target. Whether it’s a boost in customer service skills or quicker resolution times, rewarding development helps reinforce the behaviors that drive long-term success.

Let Salem Solutions help you build stronger service teams today

Looking to attract and retain top-tier customer service talent? Salem Solutions specializes in helping businesses like yours find service-minded professionals who not only meet performance goals but elevate the entire customer experience.

Whether you’re scaling fast or optimizing for retention, we connect you with the people who make every customer interaction count. Contact us, and let’s work together to build a high-performing team that sticks around and stands out.

Reference

Wigert, By Ben. “The Top 6 Things Employees Want in Their Next Job.” Gallup.com, 27 Mar. 2025, www.gallup.com/workplace/389807/top-things-employees-next-job.aspx.
Wigert, By Shane McFeely and Ben. “This Fixable Problem Costs U.S. Businesses $1 Trillion.” Gallup.com, 25 Mar. 2025, www.gallup.com/workplace/247391/fixable-problem-costs-businesses-trillion.aspx.

Jule Doran
•
Posted on
June 4, 2025

Temp-to-Hire Staffing

Discover why employers prefer temp-to-hire staffing over traditional hiring methods and how it reduces risk while improving hiring decisions.

Traditional hiring comes with big risks. Companies must commit to new employees without really knowing if they’ll succeed in the role. This uncertainty leaves many employers looking for safer options that still help them build strong teams.

Temp-to-hire staffing offers a practical solution. It lets employers see how candidates perform in real work situations before making a permanent hire. This approach reduces expensive turnover and works well across many industries, from call centers to financial services. But what makes temp-to-hire so effective, and how can your company use this strategy to make better hiring decisions?

What are the best practices for structuring temp-to-hire contracts, setting clear expectations, and ensuring smooth transitions for your company and your employees? Let’s get your questions answered.

Understanding the Shift: Why Employers Are Moving Toward Temp-to-Hire Staffing

Traditional hiring can feel like a leap of faith—often leading to unexpected challenges. Hiring someone for a full-time position requires a significant commitment, and if the hire doesn’t work out, it can lead to expensive turnover costs and disruptions in your workplace.

According to a report by the Society for Human Resource Management (SHRM), a staggering 50 percent of companies reported having to replace an employee within the first year.¹ This high turnover rate is not just a headache—it’s a major drain on company resources.

In contrast, temp-to-hire staffing allows you to “test out” candidates before making a permanent commitment. This model provides an opportunity to assess a candidate’s skills, work ethic, and cultural fit, which significantly reduces the risks associated with traditional hiring. If a candidate doesn’t work out, you can end the contract without the long-term consequences of a permanent hire.

This approach has proven particularly valuable in industries with high turnover rates, such as call centers, customer service, and retail. It’s also a great option for employers in sectors like real estate, financial services, and professional services, where specific skills and experience are often required for success but the hiring market can be volatile.

The Key Benefits: How Temp-to-Hire Staffing Drives Success

Temp-to-hire staffing isn’t just about flexibility—it’s about enhancing the quality of your hiring decisions. Here are some of the biggest benefits of this model:

1. Lower Turnover and Recruitment Costs

The same report from SHRM found that 60 percent of employers who used temp-to-hire arrangements reported a decrease in turnover.² This reduction isn’t just a statistic—it’s a direct impact on your bottom line. By lowering turnover, you save on recruitment, training, and lost productivity, giving your company the stability it needs to grow without the constant cycle of rehiring.

In addition, hiring costs can be high, especially when considering the time spent on recruitment processes like background checks, interviews, and training. Temp-to-hire staffing allows you to bypass much of this cost, especially since many staffing agencies handle initial screening and placement.

2. Better Cultural Fit

In any industry, a candidate’s ability to align with the workplace culture is a critical factor in their success. Many employees who fit well within a company’s culture are more engaged, productive, and less likely to leave.³ Temp-to-hire staffing provides a trial period to ensure that employees are not just qualified for the job but also fit within the existing team dynamics.

By observing the candidate’s work style, interactions with coworkers, and overall behavior during the temp period, you can make a more informed decision about their long-term potential. This reduces the risk of hiring someone who might disrupt the team or fail to adapt to the company’s core values.

3. More Informed Hiring Decisions

Temp-to-hire staffing gives you a unique advantage when it comes to evaluating candidates. During the temp period, you can assess a candidate’s skills in real-time, ensuring they meet the job requirements and can handle the demands of the role. This reduces the chances of making a hasty decision based on resumes alone, which can sometimes be misleading.

By the end of the temp period, you’ll have a solid understanding of the candidate’s capabilities, work ethic, and reliability—key factors in ensuring a long-term, successful hire.

How to Implement Temp-to-Hire Staffing: Best Practices for Employers

Implementing a successful temp-to-hire program requires careful planning and clear communication. Here are some best practices to ensure that your temp-to-hire arrangement works for both you and your new hires:

1. Set Clear Expectations from the Start

Transparency about the terms of the temp-to-hire arrangement matters from day one. Ensure candidates understand that while the job is initially temporary, permanent employment is possible if both parties are satisfied. Many candidates feel uncertain about their future with the company during temp arrangements, which can lead to reduced engagement or continued job searching.

Establish clear timelines, performance benchmarks, and transition criteria upfront to create a structure. This clarity helps temporary workers envision their potential future with your organization. It not only reduces anxiety but also helps maintain motivation throughout the temporary period.

2. Structure Contracts Wisely

Well-structured contracts should outline the duration of the temporary period, job responsibilities, and criteria for transition to permanent employment. Many employers worry about the legal complexity of these arrangements, particularly regarding benefits, overtime eligibility, and potential co-employment issues.

A specialized staffing partner like Salem Solutions helps navigate these complexities effectively. Our contracts protect both employers and employees, ensuring smooth transitions to full-time roles while maintaining compliance with labor regulations. This approach reduces your administrative burden and legal exposure while providing a clear framework for the working relationship.

3. Monitor Performance and Provide Feedback

Regular feedback proves crucial during the temp period. Some employers fail to provide temporary workers with the same level of coaching as permanent staff, which often leads to performance issues. Schedule regular time to review employee performance and provide constructive feedback.

These check-ins help build relationships based on trust and transparency, which supports long-term success. When you establish the same performance management processes for temp workers as permanent staff, you improve current performance and ease their eventual transition to your full-time team.

4. Integrate Temporary Workers into Your Culture

The “temporary mindset” represents a significant challenge in temp-to-hire arrangements. Temporary workers often feel disconnected from company culture, resulting in lower engagement and reduced productivity compared to permanent employees.

Include temp workers in team meetings, company events, and appropriate training opportunities to address this issue. Temporary staff who feel like valued team members perform better and develop stronger commitment to your organization. This integration approach also gives you clearer insight into how well they truly fit with your team dynamics.

5. Plan for Continuity During Transitions

Maintaining productivity during the transition from temporary to permanent status concerns many employers. This period typically involves paperwork, benefit enrollments, and administrative tasks that can disrupt workflow.

A streamlined transition process helps minimize disruptions. Work with your staffing partner to create an efficient transition plan that maintains operational continuity. A clear onboarding approach for converting temporary workers to permanent status ensures your operations continue smoothly while new employees settle into their permanent roles.

The Future of Staffing is Flexible

Temp-to-hire staffing offers a flexible, low-risk solution for companies looking to improve their hiring processes. By allowing you to “test drive” candidates, you gain the opportunity to ensure they meet your company’s needs both in terms of skills and culture before committing to a full-time hire.

With benefits like reduced turnover, more informed hiring decisions, and a better cultural fit, temp-to-hire staffing is quickly becoming the go-to model for companies seeking to build stable, high-performing teams.

Ready to embrace flexibility for long-term success?

At Salem Solutions, our staffing solutions can be tailored to your unique needs, ensuring that you find the best talent without the risks of traditional hiring. Reach out today to learn how we can help you hire with confidence.

Get started today!

References

1., 2. 2022-2023 SHRM State of the Workplace Report. (2024, October 25). Society for Human Resource Management. https://www.shrm.org/content/dam/en/shrm/research/2022-2023-State-of-the-Workplace-Report.pdf

3. Industry and occupational employment projections overview and highlights, 2022–32. (2023, October). Bureau of Labor Statistics. https://www.bls.gov/opub/mlr/2023/article/industry-andoccupational-employment-projections-overview-and-highlights-2022-32.htm

Jule Doran
•
Posted on
May 28, 2025

Train Agents Like Sales Pros

Learn how elite sales training for call center agents can transform performance. Discover proven strategies to enhance contact center skills.

Today’s top sales teams don’t just rely on charm or instinct. They train—constantly. Role-playing tough conversations, getting real-time feedback, tracking every metric that matters. That kind of structure breeds confidence, consistency, and results.

But in many call centers, training looks a lot different. New call center agents are often rushed through onboarding, given a script, and thrown straight into the deep end. The result? Uneven performance, low morale, and a steady stream of turnover.

That’s a problem but also an opportunity.

What if contact centers adopted the same high-performance sales training programs that drive elite sales teams? By using tools like role-playing, live coaching, and clear performance tracking, contact centers can build stronger, more capable teams that stick around longer and deliver better customer experiences.

Sound like a big lift? It’s more achievable than you think, and the payoff is worth it. We’ll break down how to make it happen, step by step.

What Can Call Centers Learn from High-Performing Sales Organizations?

Call centers and sales teams both rely on human connection, clear communication, and consistent performance, but top sales organizations take a different approach in training and development. And it shows.

Continuous Training vs. One-Time Onboarding

High-performing sales teams don’t stop sales training after onboarding. They hold regular, structured sessions—weekly skill-building meetings, monthly coaching clinics, even daily huddles. In contrast, many call centers stick to one-time onboarding refreshers, missing out on continuous growth opportunities.

Strategic Coaching Approaches

Coaching is another area where sales teams lead. They prioritize low coach-to-rep ratios and weave coaching into daily routines—quick check-ins, shadowing, or structured 1:1s. Contact centers, on the other hand, often rely on group feedback sessions or ad-hoc coaching, which can feel inconsistent or generic.

Performance Visibility and Transparency

Then there’s the matter of visibility. Sales reps often have access to real-time dashboards that show progress toward goals, giving them ownership over performance. Bringing similar transparency to call centers can help agents self-correct and stay motivated.

Measurable Business Impact

The payoff? Companies that borrow from the sales playbook—structured training, transparent metrics, and personalized coaching—often see significant gains in CSAT, call resolution time, and even employee retention. A few changes in rhythm can lead to long-term results.

Training Strategies That Boost Call Center Performance

If you manage a call center, you have the power to shape how your team handles pressure, solves problems, and delivers standout customer service. The right training program improves skills, builds confidence, reduces burnout, and drives performance across the board. Here’s how:

Turn Scripts into Skill with Role-Playing

Scripts can help agents get started, but real conversations don’t always follow a script. That’s why top teams use role-playing. It’s a simple and effective way to help agents practice what to say, build confidence, and learn how to handle difficult calls.

Call centers can implement role-playing in approachable ways. Start small by pairing agents during downtime to act out mock situations. Rotate roles between “center agent” and “customer” to build empathy and perspective. Or carve out time during team meetings to workshop trickier calls together, turning them into collaborative learning moments.

Peer-led role-play also builds soft skills. Agents learn to read tone, respond with empathy, and adapt their approach, skills that no static script can fully teach. Over time, this leads to greater confidence, stronger problem-solving abilities, and better outcomes for both agents and customers.

Catch Teachable Moments with Real-Time Coaching

Great coaches don’t wait until the next meeting to give feedback—they catch teachable moments as they happen. In high-performing sales teams, managers provide actionable tips during or immediately after calls, an approach that works equally well in call centers.

Supervisors can use whisper coaching to provide discreet guidance during live calls, or conduct brief post-call debriefs where agents analyze what went well and where they can improve. These real-time methods reinforce best practices immediately, ensuring lessons stick rather than getting lost in delayed feedback.

Beyond performance improvements, real-time coaching builds rapport between team leads and agents. When feedback is timely and constructive, it shifts the dynamic from “monitoring for mistakes” to supporting success. The right tools—like live listening software and shared dashboards—make this process seamless without disrupting workflow.

Reinforce Growth Through Feedback Loops

Feedback loops give agents regular chances to learn, reflect, and grow. In high-performing sales teams, feedback doesn’t just happen during formal reviews—it’s part of everyday work. Call centers can use the same approach to improve performance and build accountability.

For feedback to work well, it should be timely, specific, and consistent. Don’t wait for monthly scorecards. Instead, try short weekly check-ins. A quick 10-minute one-on-one between an agent and supervisor can focus on one clear takeaway. After role-play sessions, agents can also give each other peer feedback. This helps them practice, build confidence, and improve as a team.

Customer feedback and quality assurance (QA) scores are also helpful. Use them to encourage self-reflection and goal-setting. Over time, small moments of feedback lead to big improvements.

Your feedback loop might include:

Weekly check-ins with supervisors
Peer reviews after training
Customer surveys and QA results used for self-review
Follow-up coaching or learning tied to feedback

Keeping feedback short and regular helps agents learn without feeling overwhelmed. It also creates a culture where feedback feels supportive, not critical. And when agents keep improving, the customer experience gets better too.

Turn Performance Data into Growth

Too many metrics can overwhelm agents and dilute focus, making it hard to know what really matters. When agents are unsure which numbers to prioritize, motivation drops and progress stalls.

In fact, 63 percent of employees say they want more chances to find purpose in their daily work.¹ People want to see how their work matters beyond just tasks and numbers.

Start by turning KPIs into personal, realistic goals. Help agents set specific targets—like cutting call wrap-up time by 10 percent or getting three positive survey responses in a week. These clear, achievable goals give agents something they can control and work toward.

Focus on just two or three key metrics, and give agents real-time access to their performance data. Recognize progress publicly through team shout-outs or leaderboards to build motivation and team spirit.

When agents understand the purpose behind the numbers, they’re more likely to stay focused, confident, and ready to grow.

The Long-Term Payoff of Training Programs

Investing in continuous learning isn’t just about updating skills or mastering new technologies—it’s about creating a culture that supports long-term success. Organizations with a strong learning culture see 30 to 50 percent higher engagement and retention rates compared to those without.²

When call center agents have opportunities to develop, they feel more empowered and are more likely to stay, reducing turnover and keeping experienced agents who truly understand customer needs.

This focus on growth also leads to real business results. Agents with more skills can handle complex customer issues more efficiently, leading to quicker resolutions and a more personalized experience. This directly boosts customer satisfaction and improves ROI.

For example, companies that focus on training often see noticeable improvements in performance. One company reported a sharp decrease in call handling times and an increase in first-call resolution rates thanks to their strong learning initiatives.

Build your elite call center team with Salem Solutions

The journey toward better customer service is one that requires a strategic shift, and it starts with your call center team. At Salem Solutions, we specialize in staffing services to call centers. If you need expert help to build a successful team, don’t hesitate to reach out. Our team is here to build stronger, more effective teams that elevate customer service and drive long-term success.

Ready to elevate your call center’s performance? Let’s talk.

References

Dhingra, Naina, et al. “Help Your Employees Find Purpose or Watch Them Leave.” McKinsey & Company, 5 Apr. 2021, www.mckinsey.com/capabilities/people-and-organizational-performance/our-insights/help-your-employees-find-purpose-or-watch-them-leave.
Workers Are Leaving. What Can You Do About It? action.deloitte.com/insight/2737/workers-are-leaving.-what-can-you-do-about-it.

Jule Doran
•
Posted on
May 21, 2025

Spot Quiet Quitting

Spot employee disengagement before it becomes quiet quitting. Identify early warning signs and implement re-engagement strategies.

Employee disengagement doesn’t happen overnight. It builds slowly, often quietly, long before anyone starts clocking out early, mentally checking out of meetings, quietly counting down the days, or handing in their resignation. When an agent disconnects, the effects ripple quickly through hold times, customer satisfaction, and team morale.

The real challenge isn’t addressing quiet quitting after it happens, but recognizing disengagement before it takes root. Let’s explore how you can spot the early signs of disengagement, understand what’s driving it, and take simple, effective steps to re-engage your people before it’s too late.

Understanding Quiet Quitting and the Disengagement Process

“Quiet quitting” has become shorthand for employees who continue to work but mentally check out. They do only what their job description requires, no more and no less. They stop volunteering for projects, limit their availability, and withdraw from workplace relationships.

While they haven’t submitted a resignation letter, they’ve resigned their enthusiasm and discretionary effort. But this visible withdrawal is actually the end result of a longer process, not the beginning.

According to Gallup, only 33 percent of U.S. employees feel engaged at work, while nearly 18 percent are actively disengaged.¹ This means almost one in five employees isn’t just coasting; they’re working against your company’s goals.

This translates to agents who handle calls mechanically, stick rigidly to scripts, and show little interest in resolving complex customer issues. The result: longer handle times, lower first-call resolution rates, and ultimately, customer frustration.

Early Signs You’re Losing Your People

Before an employee reaches the quiet quitting stage, they typically display subtle yet meaningful changes in their behavior and attitude. These early warning signs offer a critical window for intervention. Here are the key indicators to watch for:

Sudden minimal participation in team meetings or discussions
Repeated missing deadlines without clear communication
A noticeable negative attitude toward routine tasks or coworkers
Sudden production of lower-quality work
Increased absenteeism that starts to feel like a pattern
Resisting change or new employee training opportunities

These behaviors don’t mean someone is lazy or checked out on purpose. Often, they’re signals that something deeper is off and that’s where your leadership matters most. Each of these signs may also seem small on their own, but they often point to a larger problem. Spotting employee disengagement early gives you the best shot at reversing it.

Root Causes of Disengagement

Understanding why employees disengage is just as important as recognizing when it happens. Most disengagement stems from specific workplace experiences rather than personal motivation issues. Here are the primary factors that cause employees to mentally check out:

Some of the most common causes of employee disengagement include:

Unclear job responsibilities or a lack of goals
Lack of fair compensation or growth paths. Without a vision for the future, it’s easy to check out in the present.
Limited or zero professional development opportunities
A rigid structure that ignores the need for a flexible work environment
Poor onboarding and weak peer relationships. Without a proper start, employees can feel like an afterthought from day one.
Lack of feedback. Silence feels like neglect. People want to know where they stand.
Poor leadership: Employees disengage faster under managers who don’t support, guide, or communicate well.

New hires and entry-level employees often experience these issues more acutely because they haven’t yet developed the workplace relationships that help buffer occasional frustrations. Without established connections to the team or organization, their engagement depends heavily on immediate experiences with management, training, and early successes or failures.

The same is true for more seasoned employees. When people stop feeling seen, challenged, or valued, they feel stagnant, overlooked, or misunderstood and stop giving their best. Over time, it becomes more than just quiet quitting it becomes burnout or complete withdrawal. The key is staying close enough to catch those early shifts and respond.

Rebuilding Engagement from the Inside Out

Effective re-engagement doesn’t require elaborate programs or major organizational overhauls. It requires consistent application of targeted approaches across several key areas.

Leadership is the First Line of Defense—Not HR

If you’re in a leadership role, your day-to-day presence has more influence than you think. While HR builds systems, it’s frontline managers who are most responsible for spotting employee disengagement and shaping the work experience.

Regular one-on-one conversations create space for employees to share challenges and receive personalized guidance. These meetings work best when structured around both performance and development, with clear action items that show you’re invested in their success.

When managers demonstrate they’re listening and responding to feedback, employees regain their sense of agency and connection.

Clear Expectations and Feedback

Disengaged employees often lack clarity about what success looks like in their role. Define concrete goals such as “resolving 85 percent of customer issues on the first call” or “achieving a customer satisfaction score above 4.7.” Show how these individual metrics contribute to team targets like reduced call escalations or department bonuses.

Provide specific feedback like, “I noticed you’ve improved your call handling time while maintaining quality scores—that’s exactly the balance we’re looking for.” Even small adjustments in your leadership style can renew someone’s sense of value. When team members feel heard, seen, and valued, they’re more likely to lean in.

Prioritize Employee Recognition and Appreciation

Retention is a result. Belonging is the work. In administrative and contact centers, public acknowledgment of contributions reinforces that individual efforts matter. Call out specific achievements such as “Sarah helped us create a new troubleshooting guide that reduced average call time by 40 seconds” or “Marcus handled a particularly difficult escalation that resulted in the customer renewing their contract.”

This targeted recognition connects daily work to meaningful outcomes that others can see and appreciate.

Skill Alignment and Development

Sometimes disengagement stems from a poor fit between an employee’s strengths and their current responsibilities. Before assuming someone no longer cares, take a step back and ask: is this role still right for them?

An agent who excels at complex problem-solving might be reassigned to handle technical support calls rather than routine inquiries. Another who demonstrates strong empathy might take on challenging customer retention calls where relationship building matters most.

Create advancement paths like “senior agent” or “team lead” roles that give top performers new challenges without leaving their teams. When you offer room to move, not just up, but across, you show that growth is possible, even in support roles. This can reignite interest and productivity.

Team Connection and Purpose

Build meaningful professional relationships through collaborative problem-solving and shared goals. Set team challenges like “reduce repeat calls by 10 percent this month” or “improve our knowledge base to address the top five customer pain points.”

Share customer success stories that resulted from good service, like “the business client whose system we helped restore before their major presentation,” to reinforce the real impact of quality work.

Exit Insights

When re-engagement efforts don’t succeed and employees leave, turn these departures into learning opportunities. Ask specific questions like “What could we have done differently in your first 90 days?” or “Was there a turning point when your enthusiasm for the role changed?”

According to the Society for Human Resources Management (SHRM), organizations that conduct structured stay and exit interviews and analyze themes are more likely to reduce preventable turnover within the following year.²

Look for patterns such as departures after specific training programs or from particular teams. Use this feedback to make systemic improvements that prevent future disengagement.

Want to build a stronger, more engaged team?

At Salem Solutions, we specialize in preventing disengagement before it costs you your best people. Our experts understand the early warning signs and help you build a workforce designed for long-term retention. We don’t just fill positions—we create staffing solutions that address the root causes of quiet quitting and turnover.

We work closely with you to find candidates with the right attitude, cultural fit, and growth potential for your specific environment. Let’s talk about how we can support your engagement goals before quiet quitting becomes loud attrition. Contact Us today!

References

Harter, J. (2024, January 23). In New Workplace, U.S. Employee Engagement Stagnates. GallUp Workplace. https://www.gallup.com/workplace/608675/new-workplace-employee-engagement-stagnates.aspx
Begeron, P. (2022, February 23). Stay Interviews Can Be an Antidote to Exit Interviews. Society for Human Resource Management (SHRM). https://www.shrm.org/topics-tools/news/employee-relations/stay-interviews-can-antidote-to-exit-interviews

Jule Doran
•
Posted on
May 14, 2025

Empathy in Contact Centers

In an AI-driven world, empathy remains your contact center's secret weapon. Discover why soft skills improve customer satisfaction and conflict resolution.

Despite the AI revolution in customer service, research shows consumers aren’t fully embracing it. A Gartner survey reveals that 64 percent of customers would prefer companies didn’t use AI in customer service, and 53 percent would consider switching to a competitor if they discovered a company relied on AI for support.¹

These statistics highlight an essential truth: while automation delivers efficiency, customers still crave human connection. That’s why balancing AI with human empathy is so important. While technology can make processes simple and handle quick transactions, real connection, trust, and problem-solving still require a personal touch.

We’ll explore why empathy serves as a differentiator in customer assistance, how to develop emotional intelligence in your teams, and strategies for building a culture that values these crucial soft skills.

Why Empathy is Important

Empathy in customer service is all about seeing things from the customer’s view. While AI can make interactions faster and more efficient, it can’t replace the emotional connection that builds trust and loyalty. When handling routine interactions, AI and automation do a great job.

However, building a genuine rapport requires a human touch. Customer care agents can read emotions, adapt their tone, and truly connect, which makes all the difference. Empathy drives customer loyalty and retention. When your customers feel understood, they’re more likely to return.

These positive emotional experiences translate into repeat business and higher lifetime value. Consider Zappos’ famous 10-hour service call. Rather than rushing to end the interaction, their agent engaged in heartfelt dialogue, transforming routine support into a memorable experience that strengthened loyalty.

The best customer experiences come from businesses that combine AI’s efficiency with the irreplaceable power of human empathy.

How Empathy Transforms Customer Interactions

Every customer interaction is unique, but they all start with the same essential elements, like building blocks that can be arranged to create connections that matter. The key is approaching each interaction with empathy, turning challenges into opportunities for genuine connection.

When you infuse empathy into customer care, you set the stage for interactions that defuse tension, build trust, and create memorable experiences.

Defusing Tense Situations: Address frustrated customers with genuine understanding to quickly de-escalate issues.
Creating Memorable Experiences: Small gestures of empathy turn routine exchanges into standout moments that encourage brand advocacy.
Building Trust: Active listening, thoughtful validation, and personalized responses make customers feel truly seen and valued.
Robotic vs. Emotionally Intelligent Response: While a robotic reply leaves customers feeling like just another number, an empathetic response builds trust and loyalty by addressing the customer’s unique needs.

By incorporating empathy into every interaction, teams can transform customer assistance from a simple transaction into a powerful connection.

How to Develop Your Agents’ Soft Skills

Follow the steps below to assess, train, and reinforce these essential soft skills and integrate this approach into your training program so team members can continuously improve.

Look Beyond Technical Qualifications When Hiring

Clearly define your contact center hiring strategy so you know how to assess both technical and soft skills. You might have overarching goals like improving customer experience through empathetic interactions but specific strategies can help you determine if a candidate truly fits your call center needs.

For example, you might:

Focus on behavioral interview questions that reveal empathy in handling customer issues.
Use scenario-based assessments to evaluate how candidates manage real-life contact center situations.
Check references specifically about interpersonal skills in high-pressure environments.

As you develop your hiring process, define clear evaluation criteria and frame your approach around everyday customer interactions. This focus will help you identify agents who excel in both technical abilities and the essential soft skills needed for a successful contact center.

Implement Effective Training Methods

Once you’ve started hiring soft skills in mind, move to invest in training methods for your call center agents. It’s time to implement strategies that build both technical and soft skills. You can’t cover every challenge in one session, so consider these focused methods:

Role-Playing

Design exercises that mimic challenging customer scenarios. For example, simulate an irate customer call where an agent must de-escalate the situation and offer a solution. This method allows agents to practice empathy and problem-solving in a controlled environment.

Active Listening

Incorporate workshops that emphasize truly hearing the customer. For instance, have agents practice repeating back key concerns to confirm understanding. This approach builds stronger communication skills and deepens customer trust.

Shadowing

Organize sessions where new agents observe top-performing colleagues handling live calls. By witnessing effective communication techniques and problem resolution in real time, agents gain insights into best practices that they can apply on their own.

Even if these methods don’t address every possible situation, they target the most common challenges faced in customer interactions. Aim to capture and build on the most effective strategies to enhance your agents’ performance continuously.

Create Mentorship Opportunities

Create structured mentorship opportunities within your call center to pair new agents with emotionally intelligent veterans. This ensures the creation of structured mentorship opportunities within your call center. This approach pairs new hires with emotionally intelligent veterans.

Schedule regular feedback sessions focusing solely on soft skills, where mentors and managers discuss real-life scenarios and the nuances of handling emotional interactions. These sessions offer reflective learning, where a mentor might ask, “How did you feel during that call?” or “What could have been improved in your response?”

Develop a culture of peer coaching and support, where experienced agents share tips and success stories in team meetings or digital forums. This environment encourages continuous improvement, making soft skills development a collaborative, ongoing process rather than a one-off training session.

Offer Continuous Development Resources

Giving continuous development resources can help your call center agents enhance their soft skills more effectively. Let them have access to emotional intelligence courses and materials so they have the tools to understand and manage customer emotions.

Scheduling regular refresher training on communication skills reinforces their ability to engage clearly and compassionately. Creating opportunities to practice empathy in low-stakes environments further builds confidence and encourages continuous improvement in real-world scenarios.

Prevent Empathy Burnout

Teach stress management techniques so that agents can better navigate high-pressure situations. Rotating particularly difficult customer interactions helps distribute the emotional load more evenly. Providing adequate breaks and support for emotional recovery ensures agents remain energized and capable of delivering empathetic service.

Building a Culture That Values Emotional Intelligence

Make sure to include any strategies and practices that stakeholders need to understand to successfully nurture empathetic talent.

Here’s what to consider when crafting your approach:

Identifying and Recruiting Talent with Strong Emotional Intelligence

Evaluate candidates not just on technical prowess, but on their capacity for empathy, self-awareness, and effective communication. Incorporate behavioral interviews, role-playing scenarios, and real-life case studies to uncover these qualities.

Spotlighting Empathy Success Stories

Share real-world examples where exceptional customer interactions were driven by high emotional intelligence. Use testimonials, case studies, and internal success stories to set benchmarks and inspire both current and prospective agents.

Partnering with Clients Who Prioritize Emotional Intelligence

Align your efforts with companies that invest in soft skills development. Collaborate with clients who value empathy and continuous training, ensuring that your agents are placed in environments where their strengths are recognized and nurtured.

Matching the Right Talent with Client Cultural Needs

Customize your agent matching process by aligning employees’ emotional intelligence with the cultural expectations of your clients. This ensures a harmonious fit and maximizes positive interactions in the workplace.

Helping Clients Retain Emotionally Intelligent Agents

Develop strategies to maintain high engagement among top-performing, empathetic agents. Consider career development programs, recognition initiatives, and continuous EI training to keep your talent motivated and committed.

Including these elements will help you build an organizational culture that not only attracts but also retains talent with strong emotional intelligence, ultimately driving improved consumer satisfaction and long-term business success.

Ready to get your ideal agents?

Salem Solutions specializes in placing agents that align with your unique needs. Contact us today, and let’s discuss how agents with empathy can be your contact center’s secret weapon.

Reference

1. Gartner Survey Finds 64% of Customers Would Prefer That Companies Didn’t Use AI for Customer Service. www.gartner.com/en/newsroom/press-releases/2024-07-09-gartner-survey-finds-64-percent-of-customers-would-prefer-that-companies-didnt-use-ai-for-customer-service.

News

Industry news, advice and insights from our experts.

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Exceed Expectations Consistently

Take On New Challenges That Stretch Your Skills

Seek Out Mentorship and Career Guidance

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Master the Art of Strategic Networking

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1. Invest in a People-First Hiring Strategy

1.Build a strategic hiring process.

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2. Structure Contracts Wisely

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Ready to embrace flexibility for long-term success?

Train Agents Like Sales Pros

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Build your elite call center team with Salem Solutions

Spot Quiet Quitting

Understanding Quiet Quitting and the Disengagement Process

Early Signs You’re Losing Your People

Root Causes of Disengagement

Rebuilding Engagement from the Inside Out

Leadership is the First Line of Defense—Not HR

Clear Expectations and Feedback

Prioritize Employee Recognition and Appreciation

Skill Alignment and Development

Team Connection and Purpose

Exit Insights

Want to build a stronger, more engaged team?

Empathy in Contact Centers