Make sure your agents don’t get left behind

Contact centres have traditionally been restrictive environments; contact volumes are constantly in flux and agents must be available to meet customers’ needs at all times. But as work-life balance and flexibility become more important to employees across all industries, these agents can’t be left behind. So, what can contact centres do to balance their needs with those of their agents? And what do they stand to gain?

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This article was first published in the 2024 Best Practice Guide - Shaping the Future

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