Building Blocks to Boost Agent Retention & Performance

Nowadays, the business world is buzzing with words like "great resignation" and "digital transformation". While such changes profoundly affect people’s lives and careers, contact center agents are far from being threatened. The human element still plays a crucial role in contact center management. How can businesses empower their people to deliver top-notch service in an ever-changing and complex environment? In today’s episode, Amelia talks with Omer Minkara about why the great resignation is relevant to contact centers, how the transformation between the digital and human elements works, and in what ways contact centers are solving the challenge of agent attrition. Omer Minkara is the Vice President & Principal Analyst at Aberdeen, a leading global provider of behavioral-based marketing solutions, from intent-targeted media to demand gen programs and independent industry research. In his role, Omer is tracking and reporting the key trends and best practices in customer experience management, contact center, and e-commerce fields. Through a combination of prior experience, skills in financial and data analysis as well as passion, Omer helps organizations build and maintain profitable customer relationships and reduce unnecessary costs. Enjoy!