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Why Your Agents Are Leaving and What You Can Do About It – Matt McConnell

how to reduce churn and keep call center agents happyThose working in the contact center industry understand that churn can be a big issue. According to the ICMI article “Why Your Agents Are Leaving and What You Can Do About it” by Matt McConnell, one in eight contact centers report attrition rates greater than 50% and replacing the agents can cost nearly two times their salary. So why do agents leave? A big reason, as with any job, can be money, but that’s not the only thing that pushes agents out the door. McConnell’s article elaborates on the top four reasons agents leave:

  1. Negative work environment/management style
  2. Lack of workload diversity
  3. No time for training and coaching
  4. Work-related stress

The article also offers solutions to overcome these obstacles and retain your agents. To read the full article, please click the link below:

Why Your Agents Are Leaving and What You Can Do About It – Matt McConnell



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