Highlights:<\/p>\n
It\u2019s a fact of running a contact center: agents don\u2019t tend to stay at their jobs for very long. There are a number of reasons for this: low job satisfaction, poor training, and poor hiring practices all affect how long an agent stays on the job.<\/p>\n
Yet, it doesn\u2019t have to be this way. With better training and collaborative tools, you can reduce agent churn within your contact center \u2013 read on to learn more.<\/p>\n
To understand the issue more clearly, let\u2019s look at some statistics:<\/p>\n
What we see from these statistics is that companies are spending a great deal of money on agents, yet they\u2019re not investing in employee retention, nor are they giving agents the tools they need to succeed.<\/p>\n
As an agent, how would you feel if you were in a situation where you routinely didn\u2019t have the tools you needed to effectively help customers? Customers would be unhappy with you, and you\u2019d feel like you weren\u2019t positioned for success in your role.<\/p>\n
There\u2019s another complicating factor: the increase in remote agents.<\/p>\n
In the wake of the global pandemic, thousands of agents began working from home<\/a> as their contact centers were closed down. In addition to the fear and stress they faced in their personal lives, they had to handle a 20% increase in the volume of customer interactions<\/a>.<\/p>\n Supervisors<\/a> also contended with a difficult situation: they could no longer walk through the contact center to monitor agents, or hold one-on-one sessions with them to provide feedback. Training new hires in-person became an impossibility.<\/p>\n (Find out more about supervisor challenges in the age of remote contact center workers here<\/a>.)<\/p>\n \ud83d\udc69\u200d\ud83d\udcbc <\/b>\ud83d\udcab Teamwork makes the dream work\u00a0<\/b>\ud83d\udcab \ud83d\udc68\u200d\ud83d\udcbc<\/p>\n The key to building a customer-centric team: Enterprise edition eBook<\/p>\n
\n