Topics: contact center software, call center software, best business practices, virtual assist, agent productivity, agent retention, agent training, agent turnover, business intelligence, gamification, employee turnover, employee engagement, agent attrition, agent coaching
Often considered an organization’s most valuable asset, employees are increasingly growing disengaged in the workplace, presenting businesses with a number of concerns relating to employee turnover, productivity, and customer satisfaction. In fact, a recent Gallup poll has found 70% of Americans are not engaged in their jobs, costing an estimated $350 billion in lost productivity each year—and the trend shows no signs of slowing down. As it relates to contact centers specifically, agent turnover rates currently average 35% across all call centers, 50% in larger ones, and 60% in those performing outbound campaigns, costing anywhere from 60-200% of an employee’s salary. And as employee satisfaction continues to play a pivotal role in both profitability and the overall customer experience, the need for call centers to create a more engaging work environment quickly becomes clear.