Outsourcing Insights

Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all from an operator’s perspective.

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15
November
2018

7 Steps to Increase Contact Center Agent Retention and Engagement

There are many reasons to retain good contact center agents. For one, they achieve higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it. Highly-engaged employees go the extra mile to drive your business forward. Best of all,…