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As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control. By proactively addressing associate burnout, contactcenters can empower their associates to improve the customer experience.
Contactcenters are in a state of flux, with many contactcenterassociates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment.
The Need for Better Training and Enhanced Experiences In 2021, overall contactcenter attrition reached 42% , and organizations with more than 5,000 associates had as much as 50% attrition. Of the associatessurveyed for this report, 49% who left cited the need for a clear career growth path.
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