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Agent turnover is one of the most common challenges in any contact center. But should contact center leaders accept it as an inevitable reality, or try to find ways to mitigate the problem? According to #ICMIchat participants, customer service leaders can (and should) take steps to reduce turnover in the contact center. So, how's it done?
Read the recap below for insight on some of the most common causes of agent turnover, and how to prevent them. Tell us in the comments below what's worked well for your contact center!
Our topic for the next #ICMIchat: Will Millennials Change the Contact Center? Our host @justinmrobbins will lead the one hour discussion. Just join us on Twitter at 1pm ET on Tuesday. Follow along and use our hashtag (#ICMIchat) to participate.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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