Consider the four findings below and then ask yourself, “Is it any wonder contact centers have an issue with agent turnover?”
- Only 12% of employees strongly agree that their company does a great job of onboarding.
- Just 29% of new hires say they feel fully prepared to excel in their role after onboarding.
- A mere 9% of contact centers have formal ongoing training.
- 65% of employees are looking for a new job.
Find out how to deliver the kind of training that leads to agent retention and career satisfaction—because organizations with strong onboarding improve new hire retention by 82% (and productivity by 70%).
The Ultimate CX Agent Guide: How to be the ‘employer of choice’ and not an internet meme
Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment? Your customers using digital technology in daily life expect call center agents to be as digitally fluent as they are—and they want fast resolution through any channel. Agent roles expanded after digital transformation. They don’t just handle break-fix support calls anymore.
Siemens DISW Boosts Pipeline Opportunities 500% with CXone
Siemens Digital Industry Software (DISW) struggled to generate pipeline opportunities for global sales teams. Its New Voice Media system didn’t support multiple channels and incoming calls often went to a secretary rather than an agent who could help.
3 Ways to make your contact center the employer of choice
Today’s shrinking labor force—and the Great Resignation—are making it harder than ever to recruit and retain top contact center agents.