White Paper: Empowering Frontline Employees with AI-Driven Feedback

Today’s contact centre attrition rates average around 40%, and sometimes can be up to 100% — which is both costly and disruptive to business. Nearly half of contact centre managers cite high turnover and absenteeism as the top reasons why their customer service function can’t operate effectively.

A major contributor to this attrition and dissatisfaction is lack of data-driven feedback and career development opportunities.

Explore some of the ways in which AI-driven feedback and real-time coaching can support frontline agents in the most challenging customer scenarios. By engaging in these techniques, your team can improve employee satisfaction and retention, while driving better customer experience (CX) outcomes in the process.