When NCR began investigating a disturbing uptick in attrition and decreased performance within a critical talent segment, its Customer Engineers (CEs), the Workforce Planning & Analytics Team didn’t focus on analyzing a single process or program in isolation (e.g., onboarding/development processes, exit survey data, etc.). Instead, the team collected data from processes across the CE talent lifecycle to identify the multiple factors that were contributing to the problem and craft a comprehensive set of solutions to solve it.
- Learn how NCR’s Workforce Planning & Analytics team used data from various sources to better understand how various processes and programs were contributing to high attrition and poor performance.
- See the steps taken to validate and optimize the pre-hire assessment to select higher-quality CE candidates.
- Explore a detailed analysis of the causes and impacts of CE attrition.
- Determine which interventions were and were not effective in improving CE retention and performance.