The document discusses 4 ways for contact centers to keep agents engaged: 1) Make agents feel valued through rewards and recognition programs; 2) Embrace flexible schedules and work from home options to improve retention; 3) Invest in career growth opportunities and training for agents; 4) Hire candidates who see the job as a career rather than just employment to improve long-term retention. Engaged, experienced agents are important for handling complex customer questions and issues.

1. 4 Ways to Keep Your Contact
Center Agents Engaged

2. Engaged, experienced contact center agents are more
important than ever.
These are cases only a contact center agent can handle, and
the more experienced the agent, the better.
95%
OF CUSTOMERS USE MORE
THAN ONE CHANNEL TO
COMMUNICATE WITH
COMPANIES
While self-service options have
expanded and new channels
added, agents are still needed for
complex questions and to handle
customers experiencing a
heightened level of frustration.

3. Agent engagement has
taken on new importance
for many contact centers.
THE AVERAGE
CONTACT
CENTER SEES
33% TURNOVER
Retaining talented
knowledge workers is more
important than ever before.
Here are four workforce engagement strategies that companies
can employ to support agent retention.

4. Make agents feel valued.
CREATE VALUE
1
Rewards programs, longevity incentives
and even a simple compliment or
department-wide recognition can go a
long way.
We all want to feel valued when we
come to work, and this is especially true
for call center agents. By the very nature
of their jobs, agents can often be thrust
into difficult situations.

5. Embrace flexible schedules or
a work from home program.
FLEXIBILTY
2
Allowing agents to work from home or giving them input into
their schedules can make a big difference in agent retention.
The investment in WFM solutions and
work-from-home technology will be
recouped easily in diminished hiring and
training expenses.

6. Invest in your agents’ careers.
CAREER GROWTH
3
Ensure they know the training and career growth opportunities
available to them to help them create the career they want.
Agents may work one interaction
to the next, but when it comes to
their careers, they are looking at
the big picture. Your agents
should be able to recognize what
other roles may be available.

7. Hiring is where it all begins.
HIRE SMART
4
Look for candidates who see your call center as a career
opportunity, not just a job, and they will stand with your
business in the months and years ahead.
When it’s time to make a new hire for
your team, you can greatly improve your
chances of future success by selecting
the right candidate.

8. The Calabrio ONE suite is a
unified solution focused on
improving employee engagement
to ultimately achieve even better
results in improving customer
experience and business value.
calabrio.com