2022 agent experience trends report

RingCentral recently teamed up with Benchmark Portal to conduct a survey on contact center agent turnover and retention. In the survey, twothirds of contact center leaders—65.6% of survey respondents—reported an increase in attrition, or agent turnover, over the past two years. This report will reveal the top three factors of rising attrition rates among contact center agents and explore ways leadership teams can reverse this trend.Even prior to the pandemic, customer support agents were overwhelmed by the amount of work CX leadership teams expected them to accomplish daily. Rather than the quality of service provided, many contact centers measured “success” by the quantity of support tickets completed. And although this model has been slowly changing, most contact center employees still don’t consider agents’ workloads to be manageable.