The lasting impact of the Great Resignation

8th September 2022

A closer look at how contact centres can navigate this turbulent time effectively

During the first half of 2022, many of our clients highlighted that the challenge of agent
recruitment and retention has moved up a gear, manifesting itself in increasing challenges to meet stang levels and retain key knowledge within operations.
The risk of this impacting costs, service and customer experience (CX) are clear – but what are the underlying reasons for this and what should organisations be doing to tackle this problem head on?

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