Contact centre masterclass: How to maximise agent ROI and reduce turnover

Surging contact volumes, low agent engagement, high turnover, and difficulty filling open roles — sound familiar? If so, you’re not alone. Contact centers are struggling with an unprecedented talent shortage. Even well-staffed contact centers have an opportunity to drastically improve productivity and performance in the era of hybrid work.

To address these challenges, leading organizations need to combine innovative strategies with cutting-edge technology to hire, develop, and retain high-performing agents more effectively. This on-demand masterclass explores steps your contact center can take to:

• Control costs by reducing agent turnover.
• Improve CSAT with AI-driven performance insights and personalized coaching.
• Increase operational efficiency by optimizing agent utilization and boosting productivity.
• Build your business case for agent experience investments.

Plus, get instant access to popular resources from CCW, Blake Morgan, and more that guide you through strategies and best practices to create a strong, frictionless environment for your employees — along with key stats and findings from the masterclass.