The contact center industry has undergone a major transformation, moving beyond its reputation as a high-turnover field to one that values skilled, engaged agents. As agents take on more complex customer interactions, organizations must prioritize the right tools, fair compensation, and — most importantly — continuous training and development.
Our Voice of the Agent research shows that 75% of agents receive monthly coaching, with 72% finding it beneficial. Despite this, 62% lack a clear career progression plan, and 43% don’t know what career paths are available to them. Without clear growth opportunities, motivation wanes. Organizations that align training with career development create a more engaged and committed workforce.
With 39% of agents uncertain about their long-term future in the industry, retention remains a challenge. One-on-one coaching plays a crucial role in job satisfaction and performance. AI-driven tools like Automated Quality Management (AQM) analyze 100% of interactions, providing personalized feedback that enhances coaching and reduces the burden of manual reviews. This targeted approach helps managers support their teams more effectively.
High turnover isn’t just disruptive—it’s expensive. According to Glassdoor, agent salaries average between $40,987 and $45,638 per year, and replacement costs can reach up to 33% of an agent’s salary. By investing in continuous training and coaching, organizations can significantly reduce these costs while maintaining a high standard of customer service.
As hybrid work models become the norm, maintaining a culture of learning requires creativity. Virtual coaching, AI-driven insights, and flexible Workforce Management tools ensure agents receive development opportunities without disrupting operations. These solutions help bridge the gap between remote and in-office training, keeping agents connected and engaged.
Training and development aren’t just check-the-box tasks—they’re essential to building a strong, resilient workforce. Well-trained agents deliver better customer experiences, strengthen brand loyalty, and drive long-term business success. As the industry continues to evolve, companies that prioritize agent growth will be best positioned for the future.
Read our Voice of the Agent report today at https://www.calabrio.com/voice-of-the-agent-report/.
