Reduce costs by improving agent experience

Overview

Your workforce is the single highest cost in your contact center, often making it look like the best place to start when you need to reduce costs. But it’s not that simple — cutting headcount can lead to a worse customer experience, ultimately hurting your company’s revenue. The cost to rehire and train new agents is high, so finding ways to boost engagement and retention with your most talented agents is a crucial part of keeping quality up and costs down.