Agent Retention

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven...

The Great Resignation that characterized the COVID-19 pandemic - the timing unfortunately coincided with the retirement of Baby Boomers that the outbreak accelerated - changed the job market in a significant and seemingly permanent...

Throughout the month of May, our readers have been heavily focused on the role technology plays in improving our contact centers, as well as how best to find and retain top agents. Chris discusses...

Congratulations to Kathleen Peterson, author of two of the Top 5 Blog Posts for the month of April! In her first article "The Future is Now..." Kathleen stresses the importance of agent retention, especially...

It's no secret that employees are the lifeblood of any company. Without productive and committed employees, businesses would lose their competitive edge and falter. That's why it's so important to keep employees happy and...

The idiom “in demand” is defined as “greatly sought after, designed, or required by many people. Sometimes it is used with the modifier “high” before or in the middle of the phrase. I don’t...

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s...

The word “turnover” can make either your mouth water or your head hurt. Blueberry turnovers are one of my favorite sweets in the summer… freshly picked wild blueberries wrapped up in puff pastry and...

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact center jobs are plentiful, retaining your top talent can become...

The call center industry has one of the highest attrition rates in the world, and it is not a surprise. After all, who would not get burnt out listening to customer complaints and frustrations...

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person...

As the job market continues to improve, holding onto skilled service staff will be a top challenge for contact centers. Competitive wages are no longer enough to coax talented agents to stay, so forward-thinking...

We know that agent turnover—particularly among entry-level staff—is still the No. 1 challenge for contact centers. As Matt Stevenson, Mercer Partner and Leader of Mercer’s Workforce Strategy and Analytics group, pointed out, the growth...

High agent turnover has been a leading source of frustration in contact centers for decades. Despite dealing with rapidly evolving technologies, digital channel expansion and ever-increasing customer expectations in recent years, agent turnover remains...

“Well, you know, it is a call center.” That phrase always seems to be uttered at some point when discussing turnover at a contact center. It suggests a certain resignation to a situation that...

In most contact centers, the executive team recognizes agent attrition as a necessary evil. They know there is some expense associated with it, but the general opinion is that the cost of the cure...

New-hire surveys can help to identify the breakdowns in trust that can occur early on when new agents decide that the job is not what they expected—a common cause of new-hire turnover in contact...

Study after study has highlighted the fact that employees don’t leave companies, they leave their bosses. The relationship that new-hires form with their managers is critical to whether they will stay in a job—even...

In their eagerness to attract the best talent, companies often oversell the job during the recruiting process, which only increases early defections. Providing a clear, honest preview of the position will help to weed...

In their eagerness to attract the best talent, companies often oversell the frontline contact center agent’s job during the recruiting process, which only increases early defections. Providing a clear, honest preview of the position...