Being a call center agent normally isn't the first choice as a career for most people and those that do work there are more of a younger generation. For them, it's not only a tough job, but frustrating between outdated technology, inflexibility and being able to voice their opinions.
“Imagine that a kid who’s 18, 19, 20 years old working at a contact center doesn’t have access to e-mail at work. It’s highly frustrating, and that’s what makes people leave companies so fast. They don’t have a way to communicate, they’re extremely limited” Oscar Giraldo
Fixing this disconnect is going to mean large scale change. Read here on how to keep your agents from jumping ship.