Guest Post: Power to the People – 5 Ways to Elevate the Agent Experience

This week we feature an article* by Candace Sheitelman, CMO at Edify. She shares five different strategies to build a stronger and more effective employee experience.
According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business. And yet all 50 are TALKING TO CUSTOMERS! Yes, you should be freaking out. Because, yes, this is impacting your bottom line.
Contact center work is tough. Churn is higher in this industry than in almost any other. We’ve seen documentation (not naming names) of attrition rates as high as 150%—as in agent positions being hired for more than once a year EACH. I get it, it’s hard to always interact with unhappy customers or deal with people complaining about