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Kate Nasser

leadership people skills steps to engage agents

Essential leadership people skills steps for excellent agent experience & morale

By Contact Centre

Contact centre leaders and managers often lament about the high rate of agent turnover. ContactBabel reports that agent turnover rates average 24%, but that 28% of contact centres now have to deal with attrition rates of over 30%. This is not surprising yet it is still very concerning. The contact centre industry has had notoriously elevated turnover rates for years….

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