New Thinking About an Old Problem: Your Guide to Reducing Call Center Attrition

Attrition Continues to Rank as the #1 Challenge for Contact Center Leaders

Our Research Found 3 Factors Have a Major Impact on Attrition

1.  A Trust Gap With Senior Leadership

Through our review of 20+ academic studies, we uncovered that a trust gap often exists between frontline employees and upper management.  We give you concrete steps to build a stronger, trust-based relationship between management and contact center agents using Transformational Leadership, to reducing turnover and boosting morale.

2.  Emotional Labor and How It Leads to Burnout

The intense emotional labor required in contact center roles contributes to employee burnout and high attrition rates. New Thinking About an Old Problem examines this challenge head-on, offering tools and tips designed to help identify and mitigate the effects of emotional labor. Learn how to create a more supportive environment that acknowledges and addresses the emotional demands placed on your agents, helping them feel more valued and less burnt out.

3.  Addressing Job Shock to Improve Retention

Job Shock - a disconnect between an employee's expectations of their role and the reality of it - is a common yet under-addressed cause of attrition in call centers. Our eBook tackles this issue by outlining strategies to ensure better job alignment and preparation for new hires. Taking a new approach to the onboarding process, contact centers can significantly improve employee satisfaction and retention.

Bonus:  Attrition Velocity Formula

Two-thirds of companies we interviewed don't track an attrition metric. Our eBook offers a new way of thinking about the true cost of attrition, which you can use as a starting point to measure the real impact on your organization.

Get your free copy of New Thinking About an Old Problem today!