Why Contact Centers Have High Turnover and How to Combat It

The alarming rise in contact center turnover rates negatively impacts agent morale, customer interactions and ROI. In many ways, AI is seen as both the cause and the solution.

Contact center turnover rates are on the upswing again and they don’t appear to be settling down anytime soon. Several factors contribute to high turnover rates, including AI, automation, agent burnout and the lack of qualified agents. High agent turnover can lead to bad customer experiences in the contact center, brand reputational damage and lost revenue. But businesses can take several actions to stem the flow of turnovers.

What is turnover rate and how is it calculated?

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Author(s)

Robin Gareiss