Working Smarter: Presented by Calabrio

Rapid, transformative change swept the contact center over the last two years. Our State of the Contact Center Reports from 2020 and 2021 chronicled the shifts we’re all familiar with by now: the acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies that enable the agility to respond to whatever comes next.But, what about the agent’s point of view? With the “Great Resignation” (or “Great Reshuffling,” depending on how you look at it) sweeping across global labor forces, it’s a critical time to take the pulse of contact center agent’s attitudes toward their work and employers.Join Dave as he discusses key insights from the survey, with some pearls of wisdom along the way.  The full survey report is available here: https://info.calabrio.com/agent-wellbeing-survey/

Show Notes

Rapid, transformative change swept the contact center over the last two years. Our State of the Contact Center Reports from 2020 and 2021 chronicled the shifts we’re all familiar with by now: the acceleration of flexible work models and cloud-powered operations, along with the overall surging investment in technologies that enable the agility to respond to whatever comes next.

But, what about the agent’s point of view? With the “Great Resignation” (or “Great Reshuffling,” depending on how you look at it) sweeping across global labor forces, it’s a critical time to take the pulse of contact center agent’s attitudes toward their work and employers.

Join Dave as he discusses key insights from the survey, with some pearls of wisdom along the way.  

The full survey report is available here: https://info.calabrio.com/agent-wellbeing-survey/

What is Working Smarter: Presented by Calabrio?

In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.