CX Insights

Even in an increasingly digital world, human-driven channels (live agents) remain the favored contact method for consumers seeking answers to complex questions. The same can be said for consumers seeking a heightened brand experience. In both cases, the “human element” remains the most critical factor in a positive brand experience.¹

In a post-great resignation society where turnover costs an estimated $7.8 trillion annually,¹ employee retention is a critical concern facing today’s companies. This is especially true in contact centers, where attrition costs include both the high cost of replacing someone plus potentially the cost of losing an unsatisfied customer.

The onboarding process is not the first impression that a new hire has of a company, but it is the first time that the new associate experiences the practical application of the company’s Employer Value Proposition. New hires are quickly able to determine whether the organization lives up to the promises made during the interview process.

Because they play a significant role in the customer experience, contact center agents can serve as a credible, first-hand source of customer feedback.

Finding front-line talent has never been more challenging … but for innovative companies, it presents an unusual opportunity to become the employer of choice.