With Robin Gareiss of Nemertes Research
One of the biggest challenges in running a successful contact center is keeping turnover rates as low as possible. Unfortunately, most contact centers must deal with retention rates ranging from 20% to 45%. Consequently, supervisors spend far too much time interviewing and hiring new agents, rather than coaching, managing, and improving the agents on staff—keeping the vicious circle of hiring and replacing agents well intact. During this webinar, you’ll learn how contact centers can:
This webinar discusses the decision points CX leaders should consider when implementing WFO capabilities, along with the potential benefits of improved agent and customer experience they can expect.
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