New whitepaper addresses major agent pain points and strategies to improve their satisfaction and help them manage growing customer demands across channels
Khoros, an award-winning leader in digital-first customer engagement software and services, released its latest whitepaper, Turning the Great Resignation into the Great Retention: 5 ways leaders can automate to save money & limit agent attrition. The whitepaper explores how brands can best address contact center agent pain points to achieve lasting retention.
In November 2021, a record 4.5 million Americans quit their jobs. Contact centers were hit especially hard: compared to other occupations, contact centers lost twice as many employees, costing brands time and money and disrupting customer care. To uncover how brands can best support their agents, Khoros interviewed 30 Business Process Outsourcing (BPO) decision makers and executives from brands across B2C and B2B industries with in-house or outsourced contact centers.
From its proprietary research, Khoros identified five important ways contact center automation can improve job satisfaction for agents, thereby reducing turnover. Strategies to accomplish each are detailed in the report. This report also highlights pain points for contact center leaders, as well as strategic priorities and a portrait of the ideal agent of the future.
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“Agent attrition isn’t just a trend, it’s a major hurdle for contact center leadership”
Key findings from the report include:
- Defined career paths for agents highlights the possibility for advancement within the contact center or to another organization in the company, helping agents feel valued.
- Better technology and tools alleviate the daily aggravations agents feel when they have to jump between several systems to serve customers.
- Thoughtful automation reduces agent stress, and there are four important ways that brands can successfully transform their contact center for the digital era.
- Automation can help contact centers create the agent of the future — one who can handle multiple types of inquiries and show true empathy to customers.
“Agent attrition isn’t just a trend, it’s a major hurdle for contact center leadership,” said Sejal Amin, chief product technology officer (CPTO) at Khoros. “As agents take on more channels, more complex interactions, and more calls, organizations need to provide them with solutions that enable them to be more efficient and engaged. Turnover can’t be eliminated completely. However, modern technology like automation and an omnichannel engagement hub can certainly help agents be more productive and successful, in turn, making your customers happy, too.”
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