A Dozen Reasons Your Customer Service Agent Retention Might Be Faltering
I recently attended the ICMI Contact Center Demo conference. While I was there representing my company ServiceNow at the vendor expo, I had the opportunity to attend the keynote and breakout sessions and get a pulse on what is keeping many contact center leaders up at night. One recurring theme was agent retention. Customer service is a stressful job. Anyone who has been on the front lines in a contact center or in a management role it will tell you this.
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