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Khoros, a digital- customer engagement software and services, released its latest whitepaper, The whitepaper explores how brands can address contact center agent pain points to achieve lasting retention.
In November 2021, a record 4.5 million Americans quit their jobs. Contact centers were hit especially hard: compared to other occupations, contact centers lost twice as many employees, costing brands time and money and disrupting customer care.
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From its proprietary research, Khoros identified five important ways contact center automation can improve job satisfaction for agents, thereby reducing turnover. Strategies to accomplish each are detailed in the report. This report also highlights pain points for contact center leaders, as well as strategic priorities and a portrait of the ideal agent of the future.
"Agent attrition isn’t just a trend, it’s a major hurdle for contact center leadership," said Sejal Amin, chief product technology officer (CPTO) at Khoros. "As agents take on more channels, more complex interactions, and more calls, organizations need to provide them with solutions that enable them to be more efficient and engaged. Turnover can’t be eliminated completely. However, modern technology like automation and an omnichannel engagement hub can certainly help agents be more productive and successful, in turn, making your customers happy, too."
About Khoros, LLC:
Khoros, built from Spredfast Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000 customers, including 52 of the Interbrand 100, and ten offices globally, Khoros powers approximately 500 million digital interactions every day.
Published: Sunday, May 1, 2022
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