Released on JULY 7, 2023
Being an agent in a contact center can sometimes feel like Groundhog Day. You take call after call every shift and most of them sound like the calls you took the day before that, and the day before that, and the day before that. Of course, not everyone can thrive in that kind of environment. I mean, Bill Murray spent 12,395 days repeating the same day over and over, but he had no choice in the matter! Contact Center agents most certainly have a choice, so it’s critical to hire people who appreciate stability and predictability at work.
EJ Kritz understands that Customer Experience begins with Employee Experience. If you’re wondering why your contact center attrition is high or why you have challenges hiring (or both), EJ has some suggestions for you, and no, they don’t involve AI.
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Music courtesy of Big Red Horse