Attrition is still a very hot topic in the contact center industry. For contact centers their talented workforce is the key to delivering great customer experiences. Yet, many organizations are still finding it difficult to retain talented workers due to various factors such as lack of employee engagement, inadequate training, and poor workplace culture.
The whole set up of balancing the Customer experience while not disappointing the agents demands deeper understanding of customers’ needs, preferences, and pain points, as well as the ability to empower agents with the right tools and support. Creating an environment where agents feel appreciated and have a sense of belonging can make huge difference and will greatly help reduce employee turnover rate, allowing contact centers to retain their most valuable talent while delivering remarkable customer experiences.
In this podcast, we will explore how improving agent experience can level up the CX game with Etech’s group of experts. We will dive deep into the upcoming contact center trends and how contact centers can prepare themselves for the future uncertainty and challenges.
Speakers:
Melissa Wood – Dean of Global Leadership Development, Etech Global Services
Gurudatt Medtia – Vice President, Etech Global Services
David A. Carrizales – SVP- Talent Acquisition and Training Excellence, Etech Global Services
Michael Almazan – Senior Director of Operations, Etech Global Services