Featured in Contact Center Pipeline
Contact centers are facing a growing crisis of high agent turnover, burnout, and compliance risks, issues that can no longer be ignored. With agent attrition rates often exceeding 30% and in some cases reaching up to 85%, the cost of constant hiring and retraining is draining resources, with replacements costing anywhere from half to double an agent’s annual salary. Beyond the financial burden, the loss of experienced agents disrupts operations and negatively impacts customer satisfaction.
In this insightful article, Claudio Rodrigues, Chief Product Officer at Omilia shares how many contact centers are addressing these challenges by embracing AI-powered tools, including large language models and intelligent virtual assistants. These technologies not only streamline agent onboarding and ensure compliance but also empower teams with real-time support, reducing stress and human error. Crucially, AI is being deployed not to replace agents, but to support them, automating repetitive tasks, offering in-the-moment guidance and enabling agents to focus on complex, high-value customer interactions.
The result is a more resilient, efficient and human-centric contact center environment. As customer expectations rise and digital channels multiply, this transformation is not just beneficial, it’s essential!
Learn how AI is reshaping agent roles and reducing attrition in this article from Contact Center Pipeline:
