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The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. Whether interactions occur by phone or chat, this increased outreach is likely to have a wide-ranging impact on agents’ emotional well-being.
But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work.
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