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.
If 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:
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.