Contact centers are sick. They have been for a long time. The disease? Agent churn.
CX leaders have tried a lot of treatments: flexible schedules, workforce engagement management, even higher salaries. CX spending has increased by more than $130 billion since 2019. But the disease persists, as the average churn rate remains a historically high 52%.
All of this is unfolding against a backdrop of peak customer dissatisfaction, as the CX industry struggles to fill the agent gap with chatbots and agent copilots that make the experience feel robotic to both customers and agents.
What if the key is to stop treating agent churn and start finding a way around it? What if we stop mechanizing agents and customers – and instead, humanize the machines?
Join us for this thoughtful discussion about the agent churn challenge that has long plagued the industry, and how generative AI now offers a new path forward.