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

Working on a major holiday is tough for anyone. Your agents’ bodies may be in the contact center, but their thoughts and hearts will be with family and friends.

Show your agents how much you value their sacrifice on the day. Get your senior execs involved: A personal thank-you from upper management for taking care of customers on the holiday will help to keep morale high.

Contact center supervisors should also take the time to be visible on the floor, instead of in their offices. Connect with individual agents on a personal level by demonstrating a genuine interest in them as people, and not just employees. Ask questions about their families, hobbies, interests and lives outside of work. And of course, let them know how much their efforts are appreciated.