Three Ways Companies will Double Down on Agent Experience in 2023

The current state of the contact center agent is clear, but for those unaware or overlooking this opportunity for improvement: agent attrition rates currently hover around 40%, with some recently acknowledging this number has now become the most important key performance indicator among the C-suite. The cost of replacing just one agent is between $10k-$20k, and 97% of agents are sometimes or almost always burned out.… 

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