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Digital automation features can dramatically improve agent productivity — and a more productive agent is often a more engaged agent. (Image: Shutterstock)

“I quit.” Turnover. Attrition. These are words that’ll prompt a sigh from any customer service leader, no matter the company’s industry or size.

Turnover within customer service teams is a leading threat to one of the team’s highest priorities: delivering consistent customer experiences. Service agent attrition is expensive, too — costing U.S. businesses some $13 billion annually. To put that in more specific terms, the Work Institute estimates turnover costs an organization roughly 30% of an employee’s salary. If an average agent salary is around $50,000 a year, that’s a cost of $15,000 for each and every person who quits.

 

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