For nearly two years, companies have had to meet the flexible needs of their employees. Remote work is here to stay for many industries, but even more so, the future is a flexible workforce. In order to retain top talent, employers must be ahead of the curve to meet new employee expectations heading into the new year.
With labor shortages expected to continue through 2022, managers must place employee and talent retention as a first priority. Contact centers have a bleak history of high turnover rates and maintain a reputation for being soul-killing environments to work in. So, it’s no surprise that agent retention has always been a challenge for customer service management.
In the future, contact center leaders must adapt to support a flexible workforce and find creative ways to scale quickly. With the popularity of the gig economy, there’s a solution that works for everyone.
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