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Agent retention is a big challenge in every call center as sometimes employees get frustrated with manual processes and lack of certain developmental factors. So, eventually, they try to find some better opportunity to enhance their skills. However, call center management should itself develop some incredible opportunities for their employees so they can never think about leaving.
While necessity is the mother of invention, change is hard to embrace as well. Whenever there is a wave of change, people become a part of it with skepticism, however, not long after that, it becomes a necessity. Same is the case with every new era of technology: it effects everyone and everything, it changes the way we do stuff, it changes our points of view and the whole economy.