Today’s Contact Center is a challenging environment. Agents have the difficult job of juggling sometimes contradictory KPIs, sticking to scripts, and learning tons of technology and process, all while exiled to the lonely world of a contact center cubicle. What does this mean for call center and customer experience executives? It means they have stressed out, strung out agents who can’t handle complicated calls efficiently. For their companies, it means a growing business problem: a workforce that burns out faster, shows up less, produces less, and most expensively, quits more. Following these steps will prepare an organization to make the kinds of well-informed investments that are needed to transform agent quality of life and improve employee engagement and retention in a sustainable manner.
Read the white paper below or download it here.