UJET, Inc., the world’s most advanced cloud contact center provider, today announced new research by DMG Consulting on the rising employee retention challenge in the contact center. The UJET-sponsored whitepapers reveal useful ways for Contact Center Leaders to engage, empower, and retain their employees.
Unprecedented levels of turnover across all aspects of the business continue to cost organizations money and time. But with many contact centers experiencing record-high attrition rates, the Great Resignation can actually be a positive trend for an industry plagued with turnover for decades. It brings senior executives’ attention to a long-standing and serious problem, driving urgency to resolve staffing challenges.
“Customers’ expectations continue to rise. With staffing shortages at an all-time high, brands are unable to meet consumer demands,” said Vasili Triant, COO of UJET. “Long wait times and poor resolution rates are driving folks away – and extended shifts and higher stress are causing employee burnout. It’s a lose-lose situation. DMG’s research shows technology can empower agents to succeed in solving customers’ problems and ultimately lower stress. The result is reduced turnover and increased customer loyalty.”
Today’s contact center agents are on the frontline representing an organization’s brand and values to customers and prospects. However, the complexity of interactions and outdated technology increases the risk of non-productive interactions that negatively impact both the customer and the agent’s experience.
UJET and DMG’s whitepapers and correlating webinars will provide contact center leaders with useful, practical information they can leverage to improve agent retention, develop great supervisors, and create a culture that empowers agents to deliver amazing customer experiences. The first in the series, Reversing the Great Resignation: Strategies for Improving Agent Retention, is available now and a webinar will be held on August 24, 2022 to share more in-depth insights from researchers and industry experts. Additional whitepapers and webinars will be available throughout the fall.
“Contact centers can improve agent retention by changing long-standing and ineffective policies and practices,” said Donna Fluss, President of DMG Consulting. “These whitepapers and webinars will give leaders the best practices, tips, and tools they need to build a positive and welcoming contact center culture that drives enhanced performance.”
Leaders taking the steps to empower and engage employees, while embracing the latest technology can bring about real change for their organizations and ultimately improve the agent and customer experience. To download the whitepapers or attend the webinars, click here.
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