Technology & Services

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program.

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know it’s critical to recognize and reward top performance, but many of them lack a complete rewards program.

Customer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t always go according to plan. It also doesn’t take an increase in inquiries during the holiday season to apply extra pressure to your customer service team.

Customer service is tasked with meeting and exceeding expectations, but the truth is this effort to lock in loyalty doesn’t always go according to plan. It also doesn’t take an increase in inquiries during the holiday season to apply extra pressure to your customer service team.

After any touchpoint, there are countless questions you could ask your customers to better understand their overall experience.

After any touchpoint, there are countless questions you could ask your customers to better understand their overall experience.

Customers know what they want and need, so the inability to provide service that meets expectations delivers a significant blow to the business. It takes just one poor service interaction to make a broader impact, after all.

Customers know what they want and need, so the inability to provide service that meets expectations delivers a significant blow to the business. It takes just one poor service interaction to make a broader impact, after all.

It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. The real question is: Why do

It’s no secret that call centers have high turnover. In fact, research shows that the average annual attrition rate for contact center agents ranges between 30 to 45%—an astonishing 2X the average annual employee churn rate for all other types of jobs in the U.S. The real question is: Why do