Attention all call center managers: It’s time to talk about you.
Picture it: You are the fearless leader of a call center team in 2018. Much like the call centers of old, your agents are grappling with 1) surges in call volume (both expected and unexpected); 2) evolving technologies; 3) increasingly complex customer cases; and perhaps most important of all, 4) the latent human desire to be appreciated, acknowledged, and active in the work environment.
Especially during crisis moments where we see spikes in call volume (and demanding customers), agents become taxed and frustrated when they feel the infrastructure doesn’t support them, or when they feel there is no overall incentive to stick around (even from a culture perspective). Keeping them engaged is one thing, but keeping them as employees is another.