CX Insights

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.

The pandemic massively accelerated the move to a digital-first consumer market. Increased customer expectations and a need for genuine human interaction during customer experience moments of truth have elevated the role of the front line and their leaders. This article shares insights for managers on how to empower their team with the tools to overcome challenges presented in a remote environment and continue to deliver an excellent customer experience.