Browsing: Customer experience

History usually unfolds in tiny, imperceptible increments. It is a rare event that changes civilization – suddenly, visibly, irreversibly – but that is what we have witnessed over the last few years.

According to the Harvard Business Review, a record-breaking 10.9 million jobs were left open at the end of July 2021. The great resignation is hard to miss right now, with retention a seriously hot topic. But how has this trend manifested in the contact center space? How big is the problem in the industry, and what can organizations do to reduce attrition?