Jennifer Waite
Playvox
Deliver great experiences to your agents so they can turn that into creating great customer experiences
According to Salesforce, 71% of service agents have considered leaving their job in the past six months and 69% have considered leaving customer service roles entirely. This amplifies one of the biggest challenges that contact centers are facing since the pandemic is that employees demand more from their employer and if they don’t get it from you, they will find a place that will deliver to their needs. This means that you not only have to create a workplace that defines you as an Employer of Choice, but you also must make sure that you continue to drive towards that goal while considering the generational differences that could impact how your agents perceive your plan.