-- DAVE HOEKSTRA
-- DAVE SINGER
MANISHA POWAR ( MP )
High agent turnover indeed impacts quality , as it disrupts the continuity and consistency of service . Just like any team function or business , the loss of trained and experienced agents leaves a knowledge gap that can lead to decreased productivity and customer satisfaction until new hires are fully trained .
This is an area where new technologies can help by making new agents more efficient by providing real time guidance and knowledge base recommendations . Customer service leaders are also making investments in more personalized agent coaching , using AI to analyze agent behaviors and provide self-guided coaching opportunities .
DAVE SINGER ( DS )
The time it takes to onboard new agents can vary tremendously depending on the industry . In some cases , this process can take an exceptionally long time .
When a company is constantly dealing with a high turnover rate before agents can complete the onboarding process , and when the top-performing agents are seeking opportunities elsewhere , the company never has a stable team of highly competent and high-performing agents .
In this scenario , the focus then must be on continuous training , leaving little room for continuous quality improvement .
This lack of focus on improving service quality directly translates into poor customer service and satisfaction , as customers are consistently receiving sub-par service from sub-optimized agents-in-training .
ELIZABETH TOBEY ( ET )
AI is augmenting employee performance . By monitoring every interaction in real-time and historically , AI can provide in-the-moment coaching for employees to resolve customer issues quickly , thereby driving happier customers .
" NEW AGENTS JUST DON ’ T HAVE THE SAME ABILITY TO MANAGE THROUGH COMPLEX SCENARIOS WITH QUALITY . "
-- DAVE HOEKSTRA
AI is also automating repetitive and mundane employee work so employees can focus on higher-priority and higher-value tasks like building stronger customer relationships .
These two primary forces of automated and augmented intelligence are enabling organizations to do more with less , utilizing high quality agents more effectively . And in turn encouraging them to stay by having them focus on more complex and challenging interactions and drive better CX .
ARE THERE SOURCES OF HIGH-QUALITY AGENTS THAT CONTACT CENTERS HAVE HISTORICALLY OVERLOOKED BUT THEY SHOULD CONSIDER REACHING OUT TO ?
DH : Some of this is already happening , as the labor pool shrinks . There are fantastic services out there that help underserved groups with finding employment . Contact centers have always been a great place for individuals to gain some experience , get decent pay , and have consistent work .
The harsh reality of the industry is that it can be high stress , and the more experience a person has , the quicker they realize that .
Contact centers have historically been good at utilizing the available labor pool , but the problem is as old as time : you get what you pay for . If you want high-quality talent , you need to offer a competitive salary , flexible hours , and job fulfillment .
" REMOTE WORK HAS SIGNIFICANTLY LEVELED THE PLAYING FIELD , OFFERING INCLUSIVE OPPORTUNITIES FOR INDIVIDUALS ..."
-- DAVE SINGER
DS : Remote work has significantly leveled the playing field , offering inclusive opportunities for individuals who may have struggled in traditional office environments . The move to remote work and digital channels has opened new opportunities for organizations to tap into historically overlooked or underrepresented labor pools . FEBRUARY 2025 7