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A Guide to Enhancing Agent Engagement

Learn how leading contact centers use agent engagement strategies to improve retention and enhance skill development.

Retention is always a major pain point in the contact center. Turnover rates typically hover between 30 and 45%—and just one in three agents are satisfied with their jobs. These figures are a key reason why many contact centers struggle to maintain—much less improve—customer satisfaction scores.

Cover of Enhancing Agent Engagement EbookIf you're looking to increase retention, read Enhancing Agent Engagement: 5 WEM Strategies to Drive Better Customer Experience from the Inside Out.

You'll learn practical strategies for how you can improve the agent experience by:

  • Giving agents greater control over their work arrangements
  • Investing in seamless agent workflows
  • Empowering agents with self-improvement tools

You'll also learn how to get agents more engaged by helping them understand the impact of the contact center’s day-to-day activities on the overall performance of your organization.