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GLOSSARY: Agent Retention

It is defined as a multifaceted issue that is affected by both intrinsic factors (individual employee needs) and extrinsic factors (organizational or departmental systems that support employees). Retention strategies need to address both. Retaining top performers is essential to call center success. The challenge is to create a positive work culture that sustains, nurtures, and engages employees -- both as part of a team and individually.