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The average ‘lifespan’ of a US contact center worker is approximately 3 years, with a turnover of 33 percent. And the cost of replacing those agents who do leave is steep. During #ICMIchat this week, more than 85% of our participants indicated that attrition is a significant challenge for their contact center. So, what do we do about it? Should we accept high turnover as the reality of this industry, or find ways to improve? One of the keys to change lies in finding the root of the problem. What causes agents to leave their jobs? Here's what our chat participants think.
We want to know what you think. Are you a former contact center agent? Leave a comment below and tell us what made you leave.
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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