What is your contact center's top agent issue? | ICMI.com
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February 21, 2012

What is your contact center's top agent issue?

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Rose Polchin — 11:08AM on Mar 3, 2012

I am certain, as contact center professionals, we would all agree that people are our most valuable assets, so it would be great to hear some of the methods/tools/processes folks use to combat/mitigate some of these issues. And I will jump in and try to do my part via my recent blog series on Stress and Stress Management that started this week on our site. Here is the link: http://www.icmi.com/Blog/2012/March/Stress-Management-Series-Stress-SOS
I hope you'll weigh in and share your experience and expertise.

Cheryl Helm — 3:11PM on Mar 12, 2012

The past few years have been tough economically and many people are staying put in their positions - for now. What I have been warning contact centre management professionals is that when the econonmy improves they need to be prepared for the wave of attrition that MAY hit their centres. For those who have a good working environment, collaborative approach to solving difficult issues that arise in a contact centre - tight budgets, adherence and statistical requirements that are higher than any other part of the organiation and customer demands that are always increasing - they may ride this wave better than others. An organization that cares about its employees and knows the costs associated to losing them, cannot ever let their guard down and assume because people are not moving that they are satisfied and willing to stay in their current employment. Employee engagement, career pathing, skill enhancement and creating an environment that people enjoy coming to work are all areas an organization must focus on to keep and recruit great people.