Empower Your Contact Center: Agent Performance & Coaching Insights
Master the art and science of agent performance and coaching in modern contact centers. From actionable coaching strategies and training guides to enhancing soft skills and reducing agent attrition, this collection of blogs delivers the tools you need to drive better conversations and outcomes. Whether you’re a contact center leader, coach, or agent, discover best practices that improve satisfaction, boost performance, and create a culture of continuous improvement.
1-on-1 Onboarding Tips for Your Contact Center
Maria Edington
When it comes to agent experience, contact centers have made significant strides in recent years. Nonetheless, many still have work to do to overcome a longstanding reputation. Attrition rates for contact center agents generally hover around 30–45%, and they reached as high as 100% during the COVID-19 pandemic. There are many reasons for these high…
