Gone are the days when it was easy to find an ample number of agents in a given region with the ability and ambition to handle customer contacts. Actually, those days have never existed, but gone are the days when it was easy to at least imagine finding such staff. Today, call centers -- if they are to have a prayer of surviving -- need to explore alternative labor pools, alternative schedules, alternative office settings and alternative ways to vent their rage when even those things don't help.
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