Post by shiyabul on Aug 20, 2024 6:29:16 GMT
But working remotely made it easier for contact center agents to change jobs. It sent contact center turnover rates during the pandemic up to %, and in extreme cases to as much as %, Jeff Chistofis, who runs Kelly Services’ contact center, told Bloomberg. Contact centers, as a result, have been hit with massive staff shortages and frustrated customers, on top of the existing challenges of providing an excellent CX.
Add in the challenges of remotely mastering complex https://lastdatabase.com/ technology and you’ve got yourself the challenge of a lifetime. The balance of powers in contact centers has reached a tipping point. Agents now have the power to demand the higher pay they’ve been enjoying as well as the flexibility of working remotely. With job hopping showing no signs of slowing down, it’s up to contact center management to provide agents with the ideal conditions and tools necessary to do their jobs well and deliver a truly excellent CX – and job satisfaction.
Agents Under Pressure Today’s contact center agents, especially those who work in large business process outsourcers (BPOs), represent multiple companies at any given moment. The same challenges exist for agents who work for companies with multiple business units. Support agents for large banks must answer questions and find solutions for customers in personal banking, mortgages, small business accounts, and the list goes on.
Add in the challenges of remotely mastering complex https://lastdatabase.com/ technology and you’ve got yourself the challenge of a lifetime. The balance of powers in contact centers has reached a tipping point. Agents now have the power to demand the higher pay they’ve been enjoying as well as the flexibility of working remotely. With job hopping showing no signs of slowing down, it’s up to contact center management to provide agents with the ideal conditions and tools necessary to do their jobs well and deliver a truly excellent CX – and job satisfaction.
Agents Under Pressure Today’s contact center agents, especially those who work in large business process outsourcers (BPOs), represent multiple companies at any given moment. The same challenges exist for agents who work for companies with multiple business units. Support agents for large banks must answer questions and find solutions for customers in personal banking, mortgages, small business accounts, and the list goes on.