The contact center AI platform Balto recently published Contact Center Attrition: What Agents Want in 2022, a report that surveyed over 2,000 contact center employees to learn what they need to feel fulfilled and successful in their roles. Out of the 2,062 respondents, 1,342 were front-line employees who spent a large portion of their day initiating or receiving calls, and the rest of the participants held leadership positions.
No Jitter recently interviewed Lior Torenberg, senior creative director, Balto, to discuss insights from industry verticals regarding agent happiness and how contact centers can keep employee engagement steady while better-addressing retention issues.
