A common cause of customer service new-hire turnover in contact centers
Illustration By Dan Hetteix

Successfully transforming into a customer-centric culture requires agent buy-in. Anna Convery, CMO & EVP Strategy at OpenSpan recommends getting agents more engaged in customer initiatives upfront by making sure that they have a voice at the table and can contribute their input throughout.

Why? Engaged agents will:

  1. Provide valid feedback on what is working on the floor and what is not working;
  2. Be more supportive of change so that the customer initiative is successfully adopted and the impact is positive; and
  3. Be more satisfied with their role, which leads to higher performance and engagement (a domino effect).