Contact centers have a turnover problem – that’s nothing new. But the revolving door of hiring and rehiring agents doesn’t just cause internal headaches, customers are feeling the pain too. Attrition rates were already high pre-pandemic. But COVID disruptions have intensified retention challenges. The result? Operational issues, sky-high costs, and declining customer satisfaction as inexperienced…

Our Quality and Coaching Specialist, Chris Mounce, caught up with Martin Teasdale on the Get out of Wrap podcast to chat about the agent experience, AI and evaluagentCX.  With decades of experience between Chris and Martin, they shared anecdotes and teaching moments from their careers as well as what’s top-of-mind for contact centers today. Watch the…

Is your contact center stuck on the attrition treadmill? Hiring and training new agents, only to have them leave shortly after? It’s time to get off the churn cycle and start retaining your top talent. The key is strengthening employee engagement. Recent research confirms engaged staff are less likely to voluntarily leave. When agents feel…

The contact center agent’s role has never been easy. Long hours, irritated customers, and constant monitoring can lead to quick burnout. But what if AI and automation could help make their jobs more enjoyable? Forward-thinking contact centers know that satisfied employees lead to satisfied customers. By leveraging the latest AI and automation tools, you can…

Forget scripts. Contact centers can transform bad experiences into exceptional ones by granting agents the autonomy to redefine what’s possible in customer service. That’s because your agents are your brand ambassadors. They’re in the best possible place to build personal connections with customers and shape how people perceive your company. But in order for them…

You’ll be in good company

How many of us have felt that workplace communications have been a little too heavy on the ‘top-down’ variety?   This can feel especially true in contact centers, particularly for agents, who are often on the receiving end of comms from management, team leaders and evaluators. It can make the employee experience feel rather one-sided and…

The contact center has never been an easy place to work, but with more channels than ever and high customer expectations, the agent’s role is increasingly under more pressure.  So how do you combat these demands, prioritize agent wellbeing and prevent agents from becoming disengaged?  It might sound like a lofty task, but there is…

Contact centers are notorious for having higher-than-average staff turnover rates. Someone leaving the business isn’t always a bad thing, but it can be an expensive and resource-draining process when you have to keep starting over.  But what if you could turn things around, with proactive measures that reach agents in danger of quiet quitting?  ‘Quiet…

Like it or not, the remote contact center revolution is in full swing on both sides of the Atlantic. The pandemic tore up the old rules of working and now flexible, hybrid models are here to stay. But are you ready to manage a distributed team? Out of sight, can you guarantee your agents still…