Overview:
Today’s shrinking labor force—and the Great Resignation—are making it harder than ever to recruit and retain top contact center agents. In fact, 61% of employers are finding it difficult to hold on to employees.
Discover what it takes to satisfy agents before it’s too late:
- Onboarding can be overwhelming and isolating—create a remote-friendly experience and reinforce agents’ newly acquired skills.
- Friction is frustrating—give agents the tools they need to find (and provide) better solutions to customer problems.
- Purpose is empowering—inspire agents by measuring outcome-based performance rather than efficiency output, which can be counterproductive to quality work.
White Papers
The Inner Circle Guide to Agent Engagement and Empowerment (ContactBabel)
High agent turnover isn’t just a thorn in the sides of contact center leaders—because agents don’t start a job hoping for a poor experience.