view contact center positions as entry-level jobs from which to start their careers, possibly advancing in other departments of a company. This as- sessment is correct. Contact centers that accept their role as an entry point and work with their internal human resources organization to encourage agent advancement have lower agent attrition rates than those that attempt to prevent agents from moving to other jobs within the company. Using the contact center as a career entry point can yield wonderful benefits to an organization. Contact centers generally have formal and thorough training programs that give employees a good understanding of the company's objectives. Also, contact center experience teaches em- ployees to see things from the customer's perspective, which is often very different from the corporation's view. Seeding the company with employ- ees who understand and are sympathetic to customer needs can only be positive for the overall goals of the corporation. To retain agents, contact centers should encourage internal promotion, accompanied by external training to fill skill gaps. However, if skill re- quirements cannot be met internally, management should hire externally. Contact center management should always be on the lookout for out- standing talent and, once found, should motivate staff members with ad-