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Fixing the disconnect between call centers and employees

Fixing the disconnect between call centers and employees

[fa icon="calendar"] Aug 13, 2013 2:28:47 PM / by Briana Songer

Briana Songer

Being a call center agent normally isn't the first choice as a career for most people and those that do work there are more of a younger generation. For them, it's not only a tough job, but frustrating between outdated technology, inflexibility and being able to voice their opinions.
“Imagine that a kid who’s 18, 19, 20 years old working at a contact center doesn’t have access to e-mail at work. It’s highly frustrating, and that’s what makes people leave companies so fast. They don’t have a way to communicate, they’re extremely limited” Oscar Giraldo

Fixing this disconnect is going to mean large scale change. Read here on how to keep your agents from jumping ship.

Topics: supervisor, Contact Center, Agents, gamification, call centers

Briana Songer

Written by Briana Songer

Marketing Director at PlayVox

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