For many contact centers, high turnover among agents is business as usual. But customer experience (CX) work is changing fast. And this approach won’t be sustainable for much longer. Customer expectations are rising, and they’re redefining frontline CX work. Agents need more robust problem-solving and analytics skills to handle complex interactions with empathy. The challenge of developing those skills grows as turnover increases.

It’s time to rethink strategies for retaining, supporting and training agents. David Wasserman, Senior Director of Product Marketing for Genesys Workforce Engagement Management, breaks down the trends driving turnover today — and explains how new strategies and technology can reverse them.