Customer expectations are continuously rising, in part because a few leading companies are delivering stellar service via a range of channels. As a result, consumers want this level of fast, personalized service at all times. However, according to the CCMC’s National Rage Study, companies are certainly not meeting those expectations, because customers are more frustrated with customer service interactions than ever before.

Companies that stand apart with excellent customer service have at least one thing in common — they understand that the agents who are on the frontlines of interacting with customers every day are by far the most important factor in delivering the kind of stellar customer service that people talk (and tweet) about and have the potential to create customers for life.

Yet, many companies don’t treat customer support agents as the crucial brand ambassadors that they truly are. As a result, agents aren’t empowered enough to deliver 1:1 experiences that customers are expecting, lack engagement in their careers, and are turning over at unprecedented rates.

Employee turnover spells big spending for any company — estimates put agent turnover costs at approximately 50% of the departing agent’s salary. Does your business have that kind of spare cash to spend? Couldn’t you be spending that on building better relationships with your customers?

So where is this turnover coming from? Service leaders have identified four key missteps:

1. Lack of training

2. Lack of progress towards long-term career goals

3. Lack of recognition

4. Lack of empowerment

Most of today’s businesses understand that customer loyalty is the new key to success and standing out amongst a sea of competitors. But what many businesses are ignoring is the connection between loyal customers and empowered, engaged customer service agents. It’s time leaders stop turning a blind eye to disengaged agents that are flying the coop in droves.

In our latest e-book, we show you how, with 10 Steps to Empowering Customer Service Agents. Start engaging your agents today for more loyal customers and strong ROI tomorrow.