Customer Experience News & Trends

Could training increase turnover in your contact center?

Training makes agents smarter and better equipped to help customers. But  there’s this one downside.

Agents who get professional development often leave their jobs once they’re finished training, University of Iowa researchers recently found.

Fortunately, there’s something you can do about that.

The reason most freshly trained people leave is because they don’t see career advancement opportunities in the company. So why would they stick around with all that great new knowledge?

In addition to regular performance reviews when agents and their managers can set professional goals, invite newly trained agents to take the lead on projects or work in other areas that interest them when the contact center has its slower time.

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