The reason I ask is that we just returned from a conference on how to retain call center CSRs, where we were invited to speak about our customized turnover reduction process. The best article I've seen on CD in a great while was written in the Harvard Business Review about 3 years ago. It was on Career Resiliency. Company pays for and encourages them to identify their personal skills, values, goals, and mission. Employees are encouraged to update and maintain their skill levels and knowledge of technology, interpersonal communication, working in teams, conflict resolution, etc.
Company pays for training and makes sure the employees have the time to do so.
Since companies can no longer guarantee long term employment, and career pathing has been discarded, this is one way that the company can demonstrate it's commitment to keeping good employees. Employees must become responsible for their own careers. They have to take care of themselves. Hope this helps. If you can get to a literature data base and scan, you will find interesting articles on career development for the future and perhaps several on call centers.