Khoros, an award-winning leader in digitally-focused customer engagement software and services, has released its latest white paper, Turning the Big Quit into the Big Retention: 5 Ways Leaders Can Automate to Save Money and Limit Loss. agent attrition.
The white paper explores how brands can better solve contact center agent pain points to achieve lasting loyalty.
In November 2021, a record 4.5 million Americans quit their jobs. Contact centers have been particularly hard hit: compared to other businesses, contact centers have lost twice as many employees, costing brands time and money and disrupting customer service. To find out how brands can better support their agents, Khoros interviewed 30 business process outsourcing (BPO) decision makers and leaders from brands in the B2C and B2B industries with in-house or outsourced contact centers.
From its proprietary research, Khoros has identified five important ways contact center automation can improve agent job satisfaction, thereby reducing turnover. Strategies to achieve this are detailed in the report. This report also highlights pain points for contact center leaders, along with strategic priorities and a portrait of the ideal agent of the future.
Key findings of the report include:
- Defined career paths for agents highlight the possibility of advancement within the contact center or to another organization within the company, helping agents feel valued.
- Improved technology and tools ease the daily irritations agents feel when they have to switch between systems to serve customers.
- Thoughtful automation reduces agent stress, and brands can successfully transform their contact center for the digital age in four important ways.
- Automation can help contact centers create the agent of the future, one who can handle multiple types of inquiries and show true empathy towards customers.
“Agent attrition is not just a trend, it’s a major impediment for contact center management,” said Sejal Amin, director of product technology (CPTO) at Khoros. “As agents accept more channels, more complex interactions and more calls, organizations need to provide them with solutions that enable them to be more efficient and engaged. Turnover cannot be completely eliminated. However, modern technology like automation and an omnichannel engagement hub can definitely help agents be more productive and successful, which also makes your customers happy.
Khoros conducted 30 interviews of 60 minutes. The interviews were moderated by a third-party research consultant to ensure the impartiality of the results.
The interviews were conducted primarily in the United States in November and December 2021. Participants were contact center managers at companies with annual revenues exceeding $250 million. Additionally, participants were all involved in purchasing decisions for their company’s contact center technology stack, with a minimum purchase of $1 million.
Comprised of mid-market, enterprise and B2B and B2C businesses, these decision makers represented a wide variety of industries ranging from retail, professional services, transportation and logistics to financial organizations and more. Again. Their contact centers offered web chat or messaging as contact channels and mostly handled inbound communications or a mix of inbound and outbound communications.
Khoros was found to be the sponsor of this research, and the data collection periods were between November and December 2021.
Khoros’ award-winning customer engagement platform helps more than 2,000 global brands, including one-third of Fortune 100 companies, create customers for life. With over 20 patented technologies, Khoros connects all facets of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management. Combined with our best-in-class services, the Khoros platform enables brands to connect with customers throughout their digital journey.
Khoros powers over 500 million daily digital interactions and leverages AI to turn those interactions into actionable insights. Primarily owned by Vista Equity Partners, Khoros is recognized as one of the best places to work nationally and locally in our 11 offices around the world.
For more information, visit khoros.com.