We hear time and time again that amongst the most pressing challenges in contact center environments is the impact that agent attrition has on an organization’s ability to successfully and consistently meet its outcome objectives while keeping it operational expense low. We all know there is no singular “magic bullet” for solving the challenges of call center agent churn but we have seen that automated interactions analytics, smart staffing and coaching can go a long way to address the most pressing problems.
We are pleased to announce our latest whitepaper release, “Understanding How Interaction Analytics Can Reduce Agent Attrition”. This paper is the results of extensive research conducted by Pelorus Associates aided by insights provided by industry experts and many of CallMiner’s own customers including Bluegreen Vacations (who co-presented with us both at LISTEN and December’s CallMiner Education Webinar on this very subject). This 10 page document helps to explain the common causes of agent churn and how forward thinking contact centers are using interaction analytics technology in new and exciting ways and combine them with innovative personnel programs to motivate and retain better, more productive agents.
Please also note that our December’s CallMiner Education Webinar titled “How to Accelerate Performance, Motivate and Retain Quality Agents” is an excellent companion to this whitepaper and can be found here: