Customers know we're failing, hence why they're leaving. The company is shrinking, and we keep misunderstanding what the problems are so we'll never fix them.
Overhaul the executive management. EVP's and up need to go and be replaced with business people that understand that the most important asset a company has is it's people.
There is literally only one thing in this compensation package - the hourly pay - which is ok. Maybe if I lived in a different part of the world it'd be exceptional, but it's *ok* at best given I live in North America.
Nobody in our leadership team (above me) cares about people at all. They'd just as soon fire me than tell me I've done a decent job, and people below me have even less support. This company starts the discussion about agents assuming they will be fired, and it's up to their CSM to prove differently.