Due to the widespread impact of The Great Resignation, contact center leaders must be creative to attract and keep the staff necessary to serve their customers. Some eye-opening research collected from Gallup in March 2021 found that 48% of the working population in the United States is actively job-hunting or seeking new opportunities.
Employee attrition is also a costly issue. In this white paper, thought-leader and creator of the Human-Centered Change™ methodology, Braden Kelley, shares his advice on how contact center leaders can stop employee turnover amidst The Great Resignation.
What you’ll learn is:
- How The Great Resignation is impacting contact centers
- Why Retention matters
- The three main reasons agents are quitting
- Four actionable ways you can reduce employee attrition
- The link between customer experience and agent experience