Reducing agent churn

Here’s how you can reduce agent churn in your contact center:

Make their lives easier by giving them the right data and the right tools.

Being an agent isn’t easy.

They have to:
– master dozens and dozens of processes
– often deal with things that are a little out of the blue

That’s a lot to expect from somebody who’s potentially not being paid at the top of the salary percentiles.

What we have learned is that:

You need to give them the right ongoing guidance by having multiple automations running in the background to guide agents through what they do.

Don’t have your agents running the algorithms in their heads.

Run the algorithms in the background so the agents can concentrate on human-to-human communication – the thing they’re best at.

As a result, they’ll be able to do their job better and constantly experience success, which will boost retention.