3 Parts of Agent Attrition with Berny Miller

Berny Miller, who has over 20 years of experience in contact centers, joins us to focus on agent attrition.

But this conversation dives into so much more. It was hard to narrow down which three points we wanted to share!

If you like what Berny has to say below, we HIGHLY suggest listening to this, even if it's on a drive.

1) Step back and listen before you make any changes. This means being on the floor with the agents, being in the breakroom, and getting to know your HR person/team. 

If you're a remote team, it's harder.

You just need to meet with agents and take the time to listen to as many calls as it takes to get an understanding of how things are going.

2) Understand - Are your agents quitting you? Or am I having to quit the agents?

This will help you find the disconnects and where to start to solve your attrition issues.

3) If you help take care of your agent's needs (transportation, daycare, food), you'll start to see a loyalty shift and a drop in attrition.

This isn't just "more money", there are many ways to help with this.