Making your Contact Center a Great Place to Work

Introduction

Agent attrition remains one of the most challenging and persistent problems confronting contact centers, and it’s time for this disruptive and expensive issue to be resolved. While there is no easy or quick fix, DMG believes that agent turnover, which can vary from 20% per year to over 100% (for some business process outsourcers or BPOs) can be greatly reduced. Leveraging new artificial intelligence (AI)-enabled tools, including workforce management (WFM), utilizing updated best practices that are appropriate for today’s workforce, and keeping an open mind about modifying your contact center’s culture – as it will take all three – should enable companies to convert their contact center into an employer of choice. Following is a discussion of technologies, tools, and updated procedures to help enterprises increase agent retention as they transform into an AI-enabled contact center.

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