Since my expertise is around Siebel, I will talk about that. Coming from the BPO industry attrition is a big big pain area for everyone. Siebel 8.0 has a concept of Task UI. For people familiar with Siebel, it is similar to the iHelp feature but is enabled with a workflow. What it effectively does is that on an inbound /outbound interaction, prompts the agent to go step by step getting the agent to fill out the relevant data in the relevant fields and moves from one screen to the next. It also allows you to start multiple tasks between which you can switch in the event that one interaction is over and another one started up before the agent could complete all the tasks on the previous interaction.
How this benefits you is the fact that the agents require little to no training on applications since the system will not allow the agent to go to a wrong field,and also ensuring that the business process defined gets followed properly.

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