The Art of Talent Retention in Customer Service

High agent turnover rates and short tenures are common in customer service teams, leading to costly hiring and onboarding. Yet, the consequences of this turnover reach far beyond the financial burden, often forcing customer service leaders to replace proactive planning with firefighting.

Frequent hiring disrupts customer interactions, as new agents may lack experience and training. This leads experienced team members to shoulder more responsibilities, causing stress and heavier workloads. If experienced agents leave, critical institutional knowledge may be lost, affecting support quality and effectiveness.

You need effective retention strategies for a high-performing, stable customer service team. Watch this special fireside chat to learn how you can:

- Streamline tasks and minimize multitasking

- Equip agents with relevant knowledge and tools

- Create open communication and feedback loops

- Promote work-life balance and employee wellness

- Provide recognition, career paths, and rewards

And more!