A practical guide to contact centre agent happiness.

Contact centre agents play a pivotal role in shaping customer experiences, directly impacting customer retention, brand reputation, and operational efficiency. Happy agents deliver better outcomes, yet the industry faces a significant challenge with global attrition rates ranging from 30-45% annually. This turnover costs organizations heavily in recruitment, training, and lost productivity, with some markets seeing replacement costs of $10,000 or more per agent.

Prioritising agent happiness and well-being is essential to combat these challenges. Happier agents are more productive, empathetic, and better equipped to handle customer inquiries, driving improved customer outcomes and operational success.

This guide explores strategies to boost agent satisfaction, from deploying advanced tools to effective management practices, showcasing how agent well-being fosters long-term growth and competitiveness for contact centres.