Agent turnover has reached an alarming rate. The average attrition rate in contact centers is between 30 and 45%. Not only is this significantly higher than most other industries, but the average cost to hire and onboard a new agent is $15,000. Your agents are your most valuable asset, so it’s crucial to create an environment that keeps them engaged and happy.
MEDALLIA AGENT CONNECT
Reduce Agent Attrition
Get the tools to engage, empower, and retain your agents.
Retain Your Agents
Empower Agent Autonomy
Agent Connect provides agents with a constant flow of customer feedback on their own stream and performance dashboard. Not only does this keep them engaged throughout the day, but it also helps team leaders deliver more effective coaching.
Recognize Agent Performance
Don’t let good work go unnoticed. Leverage Agent Connect’s recognition and rewards features to turn positive customer feedback into agent rewards, social media shoutouts, and internal praise.