Insights
5 Findings on Agent Experience in a Flexible World
Agent experience is the top challenge for customer contact leaders in 2022-2023, specifically hiring and retaining agents. Remote and hybrid work environments increase complexity and uncertainty around agent engagement and satisfaction.
How Much is Agent Attrition Costing You?
Did you know that, according to a recent study published by CMP Research, 65% of customer contact agents plan on leaving within two years? And 66% plan on leaving the customer contact industry. Take a look at this infographic to learn how agent attrition is affecting customer contact organizations.
Annual Customer Contact Agent Attrition Calculator
Are you facing challenges related to customer contact agent attrition? On average, organizations spend over $7,000 to replace one agent and lose about $600,000 due to agent attrition annually. Find out how much your organization is projected to lose by using our agent attrition calculator.
CMP Research is the research and advisory arm of Customer Management Practice, which brings you Customer Contact Week. We deliver independent, provider-agnostic insight and tools to help customer contact leaders make better decisions faster amid transformation.
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CMP is the organization behind Customer Contact Week, Customer Contact Week Digital, Customer Contact Week Exchanges, Customer Engagement Insider, and Design & Innovation Exchanges.