Contact center work is tough, and turnover is higher in this industry than in almost any other. Agents have the difficult task of interacting with unhappy customers and dealing with people complaining about a product or service they disliked. And, unfortunately, most contact center leaders don’t help the matter. They’re not that great at training people to handle these interactions with grace, and supervisors often don’t even have the data and insight to help agents do better.
Contact Center Pipeline's Susan Hash breaks down the importance of making just these sorts of improvements, and Edify CMO Candace Sheitelman discusses 5 ways to improve the agent experience.