The evolution of workforce management: engagement over optimization

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A contact center’s staff are its most valuable asset – but also its biggest cost. The estimated recruitment fee alone for sourcing a single customer service agent is $3,825.92,1 while the average cost of agent turnover is estimated at $244,874.44 per year for a typical contact center.2 For this reason, improving agent retention rates is critical. To maximize staff retention, organizations need to create an environment where their staff actually want to be. As a result, the challenge for contact center managers is about more than just maximizing productivity.

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1 contact-centres.com, 2016.

2 EvaluAgent, 2016.