Customer Service Agent Onboarding Checklist

Customer Service Agent Onboarding Checklist

The traditional method of hiring new customer service agents, giving them a few days of basic training, and then unleashing them onto the contact center floor sets up your agents for failure. It results in high agent attrition rates, increased training costs, and a group of agents unmotivated to perform above and beyond the call…

Agent Attrition Rates and How to Keep Them at Bay

Agent Attrition Rates and How to Keep Them at Bay

Agent attrition refers to how often customer support agents leave a firm. According to a NICE survey of 400 U.S. and UK contact centers, agent turnover is a massive problem in the industry, with contact centers seeing an average attrition rate of 42% in 2021. Larger contact centers are even worse hit by high attrition…

AI in Customer Service: Yay or yay?

AI in Customer Service: Yay or yay?

If you’re in business, you probably know that the quality of customer support is directly tied to customer satisfaction and loyalty. And for any business, keeping the wheels of exceptional customer service rolling is vital. But, it can be overwhelming.  There’re so many customer care touch points to cater to — and at a high…