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Companies that can keep service agents on the job longer not only reduce operating costs but also improve customer satisfaction.
- McKinsey&Company, Excellence in the Digital Age
The relationship between agents and their organization is an often overlooked one. Focus is primarily placed on customer experiences, but what happens when you value both agents and customers alike?
Agent Retention
Valuable expertise is an incalculable loss, especially to a competitor. Agent attrition averages 30-45% and costs at least 25-30% of benefits and salary paid.
Operational Efficiency
As agent skills grow and mature, so does organizational efficiency. In the contact center, such skills easily propagate through a team, multiplying operational efficiency.
Grow Your Organization
Employees engaged in the success of your enterprise are more creative, dedicated and successful. They ensure the success and future of the Enterprise.
