Reversing the Great Resignation: Strategies for Improving Agent Retention

Introduction

Surprisingly, the Great Resignation is a positive trend for contact centers because it brings senior executives’ attention to a long-standing and serious problem, giving contact center leaders a real chance of receiving the support they need to resolve this staffing challenge. This white paper explores why contact centers can be challenging places to work, what agents want, and what companies should do to improve agent retention. This is the first installment of a three-part series to help contact center executives and managers address the Great Resignation and transform their department into a great place to work.

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