The modern contact center has undergone a significant amount of change in the last few years. Organizations have added more support channels to meet digital-first consumer preferences, teams are distributed or remote, and operations have shifted to the cloud – all of this increasing the burden on agents to quickly pivot while delivering stellar customer service.
Research indicates one in three contact center agents consider leaving within a year of being hired. This high level of turnover has consequences for your entire organization. There are, of course, the high costs involved with hiring and training new agents, but beyond that, agent turnover also has an impact on your ability to provide a seamless customer experience.
We’ve put together a checklist for preventing turnover by upholding agent well-being, integrating technology, and optimizing your CX operations.