The hardest part of any contact-center business is balancing what employees need against what it takes to keep customers satisfied. Contact center leaders run into the same dilemma time and again: how to balance a business model that may demand 24/7 customer service against the work-life commitments made to agents.
This constant push/pull scenario puts even the most flexible contact-center operation to the test. It’s a delicate balance hard to achieve before the pandemic — and in many cases, it’s even harder to achieve now.
All of this forms an unprecedented scenario, but there are three things you can do right now to overcome the challenges:
In conclusion, giving agents a better work-life balance by enabling the workplace flexibility that underpins it is no longer an option for contact centers that want to attract and retain agent talent. The time has come to embrace that reality, and start making real, lasting, technology-enabled change within your organization.
Find out more about improving agent well-being and retention — read our new report, “Health of the Contact Center 2021: Agent Wellbeing & the Great Resignation.”