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Women's History Month 2024: 6 Influential Women in Contact Center and Customer Service 
Explore the impact of women in contact centers, celebrating Women's History Month. Discover the female trailblazers now!  
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Explore the impact of women in contact centers, celebrating Women's History Month. Discover the female trailblazers now!  

Women’s History Month is all about recognizing women’s vital contributions, who comprise a significant part of our workforce. Beyond acknowledging the triumphs and challenges throughout history, this global celebration emphasizes the importance of appreciating and supporting women who have shaped society, advanced rights, and overcome obstacles.

In contact centers, customer service, and customer experience, women have played a crucial role in transforming industries and setting high standards for excellence. This month calls us to action – to appreciate women’s essential role in our lives and workplaces.

Join us in exploring women who have reshaped the narrative, paving the way for equality and inspiring future women leaders. Let’s celebrate Women’s History Month in recognition of women’s incredible impact in contact centers and customer service.

 

Women in Contact Center History 

The world’s first telephone operators were young men, but women like Emma Nutt soon replaced them. Nutt was hired by Alexander Graham Bell in 1878 as one of the first female telephone operators. This paved the way for her contemporaries in 1879 when women such as Bessie Snow Balance, Emma Landon, Carrie Boldt, and Minnie Schumann became the first female operators in Michigan.

Over the ensuing decades, exceptional women left their mark advancing workplace equality while connecting callers. Julia O’Connor fearlessly led strikes for telephone operators in 1919 and 1923, paving the way for collective bargaining rights and higher wages.

When World War I created staffing shortages, the Army Signal Corps recruited over 7,000 women to keep lines open. Displaying skill and dedication, these “Hello Girls” countered assumptions about women’s capabilities.

As contact centers evolved from switchboards to today’s complex global hubs, female agents adaptably met each transition. With women constituting over 70 percent of the contact center workforce, the industry benefits from a diverse talent pool rich in empathy, communication, and problem-solving skills, crucial for delivering exceptional customer service.¹

Read More: 6 Qualities That Make a Great Call Center Agent 

 

6 Female Trailblazers in Customer Service 

Women have been working in customer service for decades. They have shaped the industry into what it is today. With this in mind, here are several women we can admire in customer service and customer experience.

Read More: 7 Secrets to Outstanding Customer Service 

 

1. Catherine Blackmore

As the GVP of Global Customer Success at Oracle Marketing Cloud, Blackmore boasts over two decades of expertise in customer service. She is also recognized as one of the top 50 influencers in the industry. Catherine combines real-life experiences with innovation to steer first-class Customer Experience (CX) strategies.

In addition to her executive role, Catherine is a prolific writer, sharing valuable insights through blogs, eBooks, and whitepapers. Her career spans prestigious positions, including roles at Salesforce, contributing significantly to the industry’s knowledge base.

Passionate about turning customers into brand advocates, Catherine stresses the transformative power of effective customer service. Her thought-provoking question to businesses is, “What are you going to do to turn them into raving fans?”—encouraging strategic approaches to optimize operations.

 

2. Annette Franz

With 30 years of experience (both client-side and vendor-side), Annette Franz, CCXP, has helped businesses better understand their customers and employees. She has determined what factors influence customer and employee satisfaction, engagement, retention, and overall experience.

She has also designed employee and customer experience strategies to improve the experience for all parties involved.

Anette is a thought leader, journey mapping workshop/process facilitator, coach, consultant, keynote speaker, and influencer who enjoys teaching people about culture, customer experience, and employee experience through her writing and speaking.

She wrote the book titled “Customer Understanding: Three Ways to Put the ‘Customer’ in Customer Experience (and at the Heart of Your Business).” You’ll learn the three methods to earn customer understanding from the book, including a thorough guide to Franz’s six-step mapping process.

 

3. Nicolle Paradise

Nicolle Paradise served as an ADP keynote speaker on customer experience and leadership and the Senior Director of Customer Experience and Strategy. She is an investor, a board advisor, and the Head of Experience at TEDx San Francisco. She was chosen for the TEDWomen 2018 event. She is Vice President for Customer Success & Revenue Operations for Bodine & Co.

According to Nicolle, clients are never impediments to a business’s operations—rather, they serve as its goal. With over 15 years of experience designing, measuring, scaling, operationalizing, and transforming fast-growing companies, Nicolle is a committed, data-driven SaaS leader.

Her proficiency in Operations and Client Outcomes has resulted in revenue growth for multibillion-dollar companies and international startups, providing quantifiable value for clients, profitability for investors, and employee motivation.

 

4. Tiffani Bova

Tiffani Bova has aided businesses all over the world in growing their clientele, improving customer experiences, and revolutionizing consumer engagement.

In addition to being ranked in the Top 50 Sales and Marketing Influencers, she has been recognized as one of the “Most Powerful and Influential Women in California” by the National Diversity Council and as one of the Thinkers50 2019 Global Ranking of Management Thinkers.

She is currently employed with Salesforce as their Growth and Innovation Evangelist. In addition to contributing to HBR, Forbes, Bloomberg, The Wall Street Journal, The Economist, and more, she is the author of the best-selling book Growth IQ, which was declared a Wall Street Journal Bestseller. She is also the host of the “What’s Next!” Podcast.

 

5. Jeanne Bliss

As a keynote speaker and advisor on leadership and customer experience, Jeanne Bliss encourages the most admired businesses in the world to gain recognition and growth through the humanity of their people and elevated business practices.

Jeanne has over 35 years of experience growing businesses. As the first Chief Customer Officer at Microsoft, Lands’ End, Allstate, and Coldwell Banker Corporations, she oversaw the attainment of retention rates of over 98 percent.

She has trained over 20,000 leaders using her 5-competency framework as a strategic advisor, which has been shown to produce customer-driven success. 1,500 of the biggest corporations in the world have invited her to speak as a keynote speaker on improving their standing among customers and in the marketplace.

 

6. Sarah Stealey Reed

With over 18 years of global expertise in operations, offshore outsourcing, customer experience, and contact center management, Sarah is recognized as an influential strategic leader. She successfully built contact centers from the ground up, managed them fiscally to support growth, and acted as a turnaround specialist for struggling metrics and employees.

She focuses on establishing operational baselines while consistently enhancing customer satisfaction, ensuring an exceptional experience regardless of location, language, tenure, or channel.

Sarah Stealey Reed has held significant roles, including Senior Manager for the Workplace Services Call Center at Deloitte and Content Director for ICMI, where she oversaw editorial content and community strategy. A versatile professional, she is a writer, blogger, social poster, and a sought-after speaker on Customer Support and Emerging Channels at national events and online webinars.

Reflecting on her transformative leadership style, Sarah shares a pivotal moment where she shifted from a demanding approach to one that embraced kindness and respect. Taking the advice of a manager, she reintroduced her personality and humanity, resulting in improved morale, decreased attrition, and sustained high scores in customer satisfaction.

 

Let’s Celebrate Women In Customer Service for Women’s History Month 

In customer service, celebrating Women’s History Month highlights the priceless contributions that women have made and now make in this industry. From the earliest days of telephone switchboards to the present digital contact centers, women have demonstrated exceptional qualities that contribute significantly to delivering outstanding customer experiences.

Let’s reaffirm our dedication to empowering women, promoting diversity, and creating conditions where everyone can flourish and prosper as we celebrate Women’s History Month in customer service.

Read More: A Personalized Approach to Staffing: The Salem Solutions Difference 

 

ELEVATE YOUR CUSTOMER SERVICE TEAM WITH SALEM SOLUTIONS 

Celebrate Women’s History Month by empowering your customer service team with top-notch talent from Salem Solutions. As industry specialists, our recruiters understand your organization’s unique challenges in the dynamic customer service landscape.

Whether you need Direct Hiring, Temporary Staffing, Temp-to-Hire, or Outsourcing solutions, we offer tailored services to meet your specific requirements. Contact us today and embark on a journey of excellence, commemorating Women’s History Month by enhancing your team with the right talent for unparalleled success.

 

Reference 

1 “CALL CENTER REPRESENTATIVE DEMOGRAPHICS AND STATISTICS IN THE US.” Zippia, www.zippia.com/call-center-representative-jobs/demographics/. Accessed 1 Feb. 2024.

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Revolutionize high-volume recruitment. Read insights on how to deliver exceptional candidate experiences amidst challenges.  

Several hiring managers believe that ensuring a positive candidate experience requires one-on-one time with them. While that approach is beneficial, it is possible to cultivate a great candidate experience on a larger scale. When more people apply for jobs, you also have a bigger impact on how others see your company.

By now, you might be thinking, “Sure, providing candidates with a positive experience sounds wonderful. But, with 8 positions to fill, 400 applicants to handle, and only 24 hours in a day, I can’t constantly focus on candidate experience.”

No need to worry! We’ve got you covered with practical suggestions on maintaining a positive candidate experience, even when navigating the challenges of high-volume recruitment.

 

The Challenges of High-Volume Hiring: Struggling Recruiters and Poor Candidate Experience 

Candidates now expect more; the talent competition is getting tougher, and recruitment teams grapple with a pile of manual tasks.

Routine activities such as interview scheduling and screening consume valuable time and take time away from more important tasks. Despite efforts to provide candidates with engaging and efficient recruitment experience, traditional recruitment technology frequently falls short or, at times, works counterproductively.

On the flip side, as recruiters grapple with manual tasks, highly qualified candidates might experience delays, communication gaps, or, in more unfortunate cases, get hired by rival companies. However, it’s important to remember that positive candidate experience starts when a job seeker decides to apply and that as many as 50 percent declined job offers because of poor experience.¹

This implies that your capacity to attract talent is closely connected to the kind of experience you provide for candidates. So, what steps can you take to enhance your likelihood of attracting exceptional candidates?

Read More: Assess, Improve, Innovate: Maximizing Call Center Staffing Efficiency 

 

Understanding Candidate Priorities

In high-volume entry-level positions, candidates usually have a main objective: job security. They aim to secure a job and a steady income promptly. Therefore, the most beneficial offering is a streamlined process with clear communication about their status at every stage.

Aside from that, candidates often value transparency regarding the process, role, and organization. Throughout each stage, candidates consistently share information about themselves through their resume and interview responses, yet they don’t always get the same amount of information back.

The bottom line? Candidates want a process that’s fast but also transparent and engaging.

This is where your expertise and influence come into play. As key contributors to the recruitment process, you can mold and enhance the candidate experience. By prioritizing quick procedures, open communication, and engaging elements, your company can foster a connection with candidates that goes beyond the transactional, leaving a lasting and positive impression.

Read More: Quality at Scale: Everything You Need to Know About Salem Solutions’ High-Volume Call Center Staffing Solutions 

 

Elevating the Candidate Experience in High-Volume Recruitment 

Improving the candidate experience in high-volume recruitment demands a systematic approach—a consistent strategy that can be applied to each new recruitment initiative. Even though many see high-volume recruiting as a fast race, think of it more like a relay race. Each step in the process can affect how well the next one goes.

Here are strategies to enhance the candidate experience in high-volume hiring.

Read More: A Comprehensive Guide for Hiring Call Center Agents in 2024 and Beyond 

 

Maintain clarity and transparency at all times.

Candidates should never feel uninformed about your brand, the specific role they’re applying for, or their status in the hiring process. Any ambiguity can hinder candidate engagement and interest in your company as an employer. To address this, utilize every communication channel to proactively clarify information and set expectations.

For instance, ensure your job description clearly outlines the job requirements, salary range, and benefits. Include details about the application and hiring process to give candidates a clear understanding of what to expect.

Your careers page can serve as a platform to communicate your employer values and provide insights into the corporate culture. Additionally, design automated messages to address common questions candidates might have at different stages of the hiring journey.

Seize every opportunity to address any potential questions candidates proactively may have. Remember, if it seems like you’re stating the obvious or providing too much detail, you probably aren’t.

 

Focus on agility.

A high-volume hiring process that is slow and complex not only hampers your team’s efficiency but also disrupts a positive candidate experience.

Candidates are less inclined to fill out a long application form; in fact, the dropout rate for candidates who click on “Apply” but don’t finish the application is 92 percent.² Thus, convenience is key, considering that 58 percent of people use mobile phones for their job search.³ As such, having a simple and optimized mobile application is far more likely to meet candidate needs.

Similarly, candidates shouldn’t experience prolonged waiting periods between communications or stages of the hiring process. Extended waiting times make it easier for candidates to lose interest or explore other opportunities, and that means the time you spend on them goes to waste.

Make sure to make your process as quick and smooth as possible for the candidate. In cases where delays are anticipated, proactively communicate with the candidate and set clear expectations.

 

Establish timelines.

Two out of the top three reasons candidates worldwide withdraw from the application are:⁴

  • “I felt my time was not respected during the interview process.”
  • “The recruitment process was overly time-consuming.”

This highlights the significance of establishing clear timelines to ensure a respectful and efficient recruitment process. Candidates should feel that the outcomes are worthwhile for the effort they invest.

That’s why it’s important to establish and communicate clear timelines to candidates. It can be frustrating for candidates to submit an application and then go weeks without any updates on the next steps. After applying, candidates should receive a message indicating when they can expect to hear about the next steps.

It’s also advantageous to provide candidates with a designated point of contact for any questions regarding the process or their application.

Having defined timelines benefits the candidates and helps you stay organized in the hiring process. When faced with numerous positions to fill and a large pool of applicants, it’s easy to feel overwhelmed. Timelines serve as a tool to keep you accountable. Once a timeline is established, adhere to it; if adjustments are necessary, communicate those changes to the candidates.

 

Implement automation in the process.

Candidates should smoothly progress through the process. For instance, after submitting their application, they can easily move on to the assessment stage.

Upon successfully completing the assessment, candidates should be directed to self-schedule their interview. Employing an automated process helps avoid bottlenecks, eliminating the need for candidates to wait for manual communication about the next steps.

This holds true, as 62 percent of candidates would rather have an automated system manage the interview process efficiently instead of dealing with lengthy back-and-forth communication.⁵

Additionally, the ability to execute tasks in bulk proves highly beneficial during periods of high-volume hiring. It is impractical to send 300 individual emails to candidates regarding the next steps.

Thus, investing in technology that facilitates bulk emails and updates to your tracking system is essential. Maintaining templates for candidate communications is advantageous because it can save time by eliminating the need to recreate messages from scratch repeatedly.

For instance, you can use email marketing platforms like Mailchimp or SendGrid, which can be adapted for bulk communication in recruitment. Recruiters can design and send customized mass emails to candidates, providing updates, interview invitations, or other relevant information.

 

Personalize the candidate’s experience.

While automation is a fundamental tool for high-volume recruiters to enhance speed and efficiency, excessively depending on it can pose a risk to the candidate experience. Treating candidates uniformly and guiding them through the same automated process might make them feel like just another part of the crowd.

An alternative approach involves taking every possible chance to personalize the experience while balancing the need for efficiency. This might involve ensuring automated communications incorporate personal details, such as the candidate’s name. For individuals in your talent pool, consider sending location-specific notifications whenever your company hosts a hiring event in their region.

Another important thing is ensuring candidates can easily request accommodation for a disability or chronic illness. These options should be available at every step because not everyone feels comfortable sharing this information right away. And when candidates do ask for help, it’s important to respond quickly and address their needs.

 

LET SALEM SOLUTIONS UNLEASH POSITIVE CANDIDATE EXPERIENCE FOR YOUR BUSINESS 

In staffing, where the demand for talent is high and the competition fierce, it’s crucial to revolutionize your approach. At Salem Solutions, we understand the critical role of candidate experience in high-volume recruitment. Our processes prioritize transparency, making every step clear for candidates.

Get in touch with us today to infuse a personal touch into every candidate interaction, making their journey with your company a great, memorable experience.

 

References 

1 40 Notable Candidate Experience Statistics: 2024 Job Application Trends & Challenges.” FinancesOnline, https://financesonline.com/candidate-experience-statistics/. Accessed 09 Feb. 2024.

2 “Most People—92%—Never Finish Online Job Applications.” Shrm.org, 2022, www.shrm.org/topics-tools/news/talent-acquisition/people-92-never-finish-online-job-applications.

3 Glassdoor. The Rise of Mobile Devices in Job Search: Challenges and Opportunities for Employers. 2019, research.glassdoor.com/site-us/wp-content/uploads/sites/2/2019/06/Mobile-Job-Search-1.pdf.

4. “It’s Baaaack: Candidate Resentment Increases Globally.” Talent Board, 2023, www.thetalentboard.org/article/its-baaaack-candidate-resentment-increases-globally/. Accessed 1 Feb. 2024.

5‌ “Candidate Expectations Report 2023.” Cronofy.com, www.cronofy.com/reports/candidate-expectations-report-2023. Accessed 1 Feb. 2024.‌

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Discover ten impactful ways to honor African American History Month in the workplace Let these initiatives contribute to an inclusive culture.  

As a candidate entering a new professional environment, understanding how an organization observes and embraces Black History Month is crucial for your cultural integration and overall experience. Celebrating this month is more than a symbolic gesture; it’s a chance to highlight the African-American community’s achievements.

As the emphasis on diversity, empathy, and inclusion (DEI) continues to become more important at work, fully embracing and celebrating Black History is recognized as essential.

Employees should feel valued, acknowledged, supported, heard, and represented. So, how can you embrace the spirit of this commemorative month? Here are 10 meaningful ways organizations and employees can embody the values of Black History Month daily, from supporting Black-owned businesses to advancing education.

 

What is Black History Month? 

Black History Month originated as Negro History Week in 1917. Carter G. Woodson, an author, journalist, and historian often known as the “father of black history,” passionately advocated for recognizing black narratives and viewpoints nationwide.

In 1976, President Ford expanded the observance to a month, establishing February as Black History Month—a tradition that continues today. During this month, we honor the lasting impact and contributions of African Americans, celebrating figures like Martin Luther King Jr., Harriet Tubman, Malcolm X, and more.

Woodson believed true equality comes through acknowledging and understanding a race’s history. As such, Black History Month focuses on the achievements of significant black individuals, providing a platform for inclusive figures whose voices were historically marginalized. It’s crucial to acknowledge historical racism and celebrate “Black joy,” culture, and achievements equally.

 

Celebrating Black History Month in the Workplace

Discussing race in the workplace can be a sensitive matter, and some organizations might attempt to put less effort into promoting equality. However, being “colorblind” often backfires – it heightens perceptions of bias among minority groups instead of reducing it.

This effect is clearly visible in the workplace discrimination statistics. According to Gallup, 24 percent of black workers and 24 percent of Hispanic workers in the United States have faced discrimination at work within the past year.¹ When companies downplay demographic differences, it reinforces feelings of bias.

So, here’s a tip: Don’t be colorblind. Encourage co-workers to openly discuss, appreciate, and take pride in their cultural and ethnic backgrounds. Keeping this in mind, let’s explore some other best practices for Black History Month—and any cultural or ethnic celebration.

Related Reading: DEI Tips for Government Call Centers: How to Create a More Inclusive Work Environment 

 

1. Support local Black-owned businesses.

A powerful way to endorse black excellence and entrepreneurship is by patronizing black-owned businesses. This positively influences lives and acknowledges the robust diversity within your community.

For example, you purchased groceries from a local black-owned supermarket rather than a larger chain. In doing so, you’re contributing to the success of the black entrepreneur who owns the store. You’re also acknowledging and celebrating the diversity present in your community.

Your choice to support this business goes beyond a simple transaction; it is also becoming a meaningful contribution to the local economy and an acknowledgement of the importance of diverse voices in the entrepreneurial landscape.

 

2. Gift your team with items from Black-owned businesses.

Spread some love by gifting your co-workers something that supports a black-owned business. Whether it’s a work-related item, a leisure activity accessory, or a morning beverage, this is an excellent way to kick off Black History Month.

These gifts can be paired with a team lunch featuring food from black-owned restaurants in the area to add a special touch to your celebration.

This initiative highlights black-owned businesses and urges employees to support growing businesses and entrepreneurs. It fosters team bonding as colleagues come together to celebrate Black History Month, contributing to an inclusive and supportive work environment aligned with the goals of Black History Month.

 

3. Seek DEI training opportunities.

Recognizing the significance of Diversity, Equity, and Inclusion (DEI) is important for creating an inclusive workplace. As a candidate, consider organizations that invest in DEI training by bringing in external experts and guest speakers.

Professionals in DEI possess the exercises, perspectives, and skills necessary to ensure that everyone in the office understands how to collaborate effectively and consistently show respect for each other’s backgrounds and differences.

How does this idea support Black History Month? DEI training is highly relevant to black history. Frequently, people avoid addressing racial issues directly, treating them like an unspoken problem. Investing in DEI allows one to change this approach, fostering sensitivity and empathy.

Related Reading: Empower, Engage, Excel: Building a Culture of Learning in Your Organization 

 

4. Inspire colleagues to learn Black History.

Introduce your team to the diverse contributions made by black individuals in America and encourage them to explore more through trivia games. Make questions that cover everything from significant figures to pop culture moments.

This game provides an entertaining way for employees, coworkers, and managers to spend hours exploring the rich heritage that black people bring into this world.

 

5. Contribute to Employee Resource Groups.

Engage in or actively participate in Diversity and Inclusion Employee Resource Groups (ERGs) within your company. These groups frequently arrange events and facilitate open dialogues, providing employees with a platform to contribute to developing an inclusive workplace culture.

You can join events like Black History Month celebrations, attend seminars on the historical contributions of black leaders, and engage in discussions about fostering an inclusive workplace for black employees. This engagement actively contributes to shaping a workplace culture that recognizes and appreciates the richness of black history.

 

6. Offer your time and provide mentorship to youth of color.

Volunteering your time as a mentor is an excellent work idea for Black History Month. Look for opportunities to mentor a young person or join an organization dedicated to mentoring youth of color. Extend the chance to become a mentor within the company and inform coworkers or employees about reputable organizations to engage with.

Mentoring involves providing guidance and assistance to those in need. Celebrate Black History Month by extending mentorship to marginalized and underprivileged young individuals. While historical practices like red-lining disadvantaged the African-American community for many years, we can contribute to present efforts to enhance equality and opportunity.

 

7. Decorate workspaces mindfully.

Embrace the spirit of Black History Month by transforming your workspace or common areas with meaningful decorations. Consider decorating walls with inspiring posters showcasing influential black leaders, displaying artwork that captures the essence of black culture, or setting up informative displays featuring notable achievements.

For instance, you might showcase a poster series highlighting figures like Martin Luther King Jr. with informative displays outlining their groundbreaking contributions to civil rights, literature, or activism. This visually engaging transformation not only fosters awareness but also creates an environment that pays homage to the profound impact of black history.

 

8. Deepen understanding through literature.

Reading has been proven to make people more empathetic. Both fiction and non-fiction help us see real-world issues from a less defensive and biased perspective. Starting a book club is a good way to foster empathy at work, particularly for black employees, and to delve deeper into African-American history.

Select books by black authors that focus on the challenges and triumphs of black women and men throughout history. Consider Maya Angelou, an author and activist often regarded as a spokesperson for African Americans and women. Her numerous works connect with people dedicated to elevating the moral standards of living in the United States.

Complementing this initiative, enhance shared learning by collaborating with your Diversity, Equity, & Inclusion leader to organize consciousness-raising workshops. These workshops can feature local historians or community group speakers, providing immersive storytelling and fostering open dialogues to deepen cultural literacy and empathy for the black experience.

 

9. Support a Black charitable cause.

Celebrate Black History Month by donating to an organization or nonprofit that supports the black community. It’s a great way to make a positive impact for African Americans without requiring a significant time commitment.

Arguably, one of the most straightforward ways to support Black History Month is to encourage yourself and your colleagues to support an organization dedicated to a meaningful cause.

Organizations like the Thurgood Marshall College Fund, which supports education for black students, and the National Urban League, which works towards economic empowerment and equality, are reputable charities. You can support these trusted organizations or find local initiatives that address specific community needs.

 

10. Maximize social media’s impact.

During Black History Month, encourage your colleagues to use their social media accounts as a platform to raise awareness about black culture and amplify the voices of black-owned businesses. Encourage teams to create impactful posts celebrating Black History with stories and experiences across various platforms to engage a broader audience.

Using social media expands the reach of Black History Month beyond office walls, allowing more people to learn about its significance for the workplace and community. Leverage social media channels to share your company’s involvement in this special month, including planned activities and events.

To get started, encourage co-workers to share Black History Month-inspired posts, providing them with hashtags like #BlackHistoryMonth for increased exposure to showcase their unique stories and amplify their voices.

Read More: How Do You Create a Diverse Workforce?

 

AMPLIFY YOUR VOICE AND CELEBRATE EACH CANDIDATE’S CONTRIBUTIONS 

At Salem Solutions, our commitment to diversity is a cornerstone of who we are. We believe an organization is at its strongest when it includes voices from every corner, reflecting a blend of cultures, talents, and experiences.

Your story adds to our success, and we encourage you to be a part of our ongoing journey towards a more inclusive environment. Contact us today, and let’s create a narrative of strength, diversity, and impact together.

 

Reference 

1 Lloyd, Camille. “One in Four Black Workers Report Discrimination at Work.” Gallup.com, 12 Jan. 2021, news.gallup.com/poll/328394/one-four-black-workers-report-discrimination-work.aspx.

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Explore the rising trend of graduates turning to thriving contact centers amid job shortages. Discover how call centers can appeal to young professionals. 

In the midst of job shortages and economic uncertainties, a surprising trend has emerged that is reshaping recent graduates’ career choices. A growing number of young professionals are now turning to thriving contact centers as a viable and rewarding career option.

Let’s explore the factors driving this trend and why contact centers are becoming attractive for graduates in the current job market.

 

Call Centers as a Bridge for the Emerging Workforce 

In our fast-paced world, a new generation of workers is rapidly entering the workforce. However, despite joining the workforce, many college graduates in 2023 were underemployed, with 40.1 percent facing such circumstances in the United States.¹

This scenario highlights an opportunity for call centers to become an appealing choice for these graduates and offer them a chance to gain valuable work experience, develop essential skills, and potentially launch fulfilling careers.

The dynamic nature of call center roles and the rising demand for customer support services position call centers as attractive avenues for employment. As new graduates enter the workforce, you can offer meaningful opportunities for the incoming generation, bridging the gap between education and practical, career-oriented experiences.

Related Reading: Looking for Gen Z-Ers? Perks to Offer When Recruiting 

 

The Shift in Call Center Perception Roles 

Gone are the days when call center roles were merely associated with monotonous tasks and a repetitive script. For new graduates stepping into the job market, there has been a significant transformation in the perception of call center roles, reflecting the dynamic changes in the industry.

 

Skill Enhancement and Development

Call centers are increasingly recognized as training grounds for valuable skills. For fresh graduates seeking a platform to enhance their communication, problem-solving, and multitasking abilities, call center roles provide fertile ground for skill development.

The emphasis on continuous learning in this dynamic environment aligns with the career aspirations of ambitious young professionals.

 

Entry-Level Pathways to Career Growth

Call center roles are no longer viewed as mere entry-level positions but as ones that offer a flourishing career. Many organizations have structured career advancement programs that enable fresh graduates to climb the corporate ladder. This shift in perception transforms call center jobs into strategic starting points for ambitious individuals eager to carve out a successful career path.

 

Embracing Technology and Innovation

Recent graduates, often considered tech-savvy, find themselves well-placed in call center environments where technology plays a pivotal role. Call centers have been innovated by incorporating artificial intelligence, automation, and data analytics. This technological immersion appeals to graduates looking for roles that leverage their digital skills and offer exposure to cutting-edge tools.

Related Reading: How AI Can Improve Your Call Center Performance 

For instance, edge connectivity is a developing idea that revolves around handling data in proximity to its origin (such as the user’s device or a nearby server). This localized processing diminishes the duration required to transmit data to and from a central server, guaranteeing faster response times and a more seamless customer experience, particularly in situations requiring real-time interactions.

Paired with cloud-based solutions, edge connectivity provides advanced tools for seamlessly connecting customers to agents, regardless of their location.

 

Customer-Centric Mindset

As businesses increasingly focus on delivering exceptional customer experiences, call center roles have evolved to require a customer-centric mindset. It aligns seamlessly with the principles that drive fresh graduates.

According to the Sustainability Prospects, 91 percent of young professionals consider sustainable practices when making job decisions.² The study showed that it was important for their job to make a positive impact on people’s lives.

Fresh graduates are driven by the desire to make a positive impact, and they find fulfillment in positions where they contribute to building and maintaining positive customer relationships. They want their work to positively impact their personal growth and the environment and society. This shows a growing trend toward socially and environmentally responsible careers.

The customer-centric approach in call center roles provides a direct avenue for these graduates to fulfill their eagerness to work with purpose. By actively contributing to positive customer experiences, they see their work as beneficial for personal growth and impactful on the environment and society.

 

Social Impact and Brand Representation

Call center roles are no longer detached from a company’s overall mission and values. Meanwhile, fresh graduates are drawn to positions where they can represent a brand, contribute to its reputation, and positively impact customer perceptions.

Seeing call center agents as brand ambassadors signifies a broader trend aligning with the aspirations of graduates to be part of something meaningful. It implies that these roles are not just about handling customer queries or providing support; they are integral to the overall image and identity of the company.

Fresh graduates can be drawn to the idea that their work in a call center can actively contribute to shaping and upholding a positive brand image, fostering a stronger connection to the organization’s purpose and values.

They now see these positions as opportunities to actively contribute to a company’s success, be part of a larger narrative, and play a crucial role in shaping how customers interact with and perceive the brand.

 

Opportunities for Graduates in Call Centers 

Here’s why call center careers are beneficial to recent graduates and the benefits that make these opportunities appealing, from skill development to dynamic work environments.

 

Opportunity for Growth

Before delving deeper, it’s important to clarify that most roles in a call center are not dead-end positions. A dead-end position provides limited opportunities for financial and personal growth, which is the opposite of what a job in the contact center industry offers. There are ample opportunities for different facets of a career and personal life.

Unlike traditional notions of stagnant call center roles, many organizations now offer structured career advancement paths. Graduates can rapidly climb the corporate ladder, from entry-level roles to supervisory and managerial positions. Many supervisors and managers started as agents themselves, and they progressed steadily through the ranks.

In this setting, graduates have the opportunity to apply the knowledge gained from college or university to the account they manage or the role they are in. Whether as a customer service, technical, or sales representative, they can further hone and enhance their expertise in various ways.

Related Reading: 6 Career Paths for a Call Center Professional! Which One Is Best for You? 

 

Transferable Skills

Nearly every job listing includes a standard requirement: “Must possess excellent written and verbal communication skills.” Professionals must articulate their thoughts effectively, including verbal communication, emails, and phone conversations. While other qualifications may vary by industry, the necessity for clear communication remains constant.

Call centers provide a diverse set of skills that apply to almost any profession. Employees can acquire valuable attributes, such as punctuality, efficiency, and essential communication practices, which prove beneficial in any job search.

Moreover, the experience gained in a call center, particularly in customer-facing roles, introduces graduates to the challenges of dealing with clients. This exposure becomes a valuable asset as they progress in their careers, offering insights and skills that can be applied effectively when working directly with clients in future positions.

Contact centers serve as multifaceted training grounds, equipping young professionals with skills and experiences that are beneficial within the call center industry and highly transferable to various other professional domains.

 

Global Exposure and Multilingual Opportunities

The global reach of many call centers signifies their extensive operations and offers graduates a distinctive chance to immerse themselves in diverse and multicultural environments. Operating globally means employees may interact with people from various countries and cultures regularly. For graduates fluent in multiple languages, this presents a particularly exciting opportunity.

They can leverage their language proficiency to access roles that involve communication in different languages, contributing to the international dimensions of business operations. This multicultural exposure not only enriches their professional experiences but also positions them as valuable assets in globalized business.

 

A Variety of Benefits

Like any company in various industries, there are advantages for those looking to join. Given the flourishing state of the contact centers, graduates who are willing to explore opportunities in this field can enjoy several perks:

  • Paid time off
  • Paid training
  • 401k matching
  • Health and life insurance
  • Wellness program
  • Flexible work arrangements
  • Yearly bonuses
  • Profit sharing
  • Incentives/Performance-based rewards
  • Retirement plan

Many contact centers implement incentive programs and performance bonuses to reward top-performing employees. Graduates who excel in their roles, meet or exceed targets, and contribute significantly to customer satisfaction may receive additional financial rewards.

These incentive structures serve as motivational tools and enhance the overall earning potential of high-achieving graduates.

Additionally, many offices provide numerous amenities, including game rooms, gyms, sleeping pods, and pantries, catering to the recreational needs of every employee, showcasing the company’s commitment to its workforce’s well-being.

 

Competitive Wages

One frequently cited reason for individuals considering a job in a contact center is the competitive salary they offer for their employees. According to Indeed, call center representatives in the U.S. earn an average base salary of $17.37 per hour.³

For a recent graduate in search of a position that ensures competitive pay and comprehensive benefits, opting for a role in a call center may indeed be a suitable and rewarding choice. This makes working in a call center a smart and fulfilling opportunity for those starting their careers.

 

EMBRACE THE FRESH PERSPECTIVE AND DYNAMIC ENERGY OF NEW GRADUATES WITH SALEM SOLUTIONS

Attract top-tier talent to your team—invest in talent, foster innovation, and create a thriving workplace. With Salem Solutions, we can help you shape the future of your company by tapping into the potential, creativity, and innovation that young professionals bring.

We are renowned for our dedication to achieving excellence and our unwavering effort to ensure accuracy in aligning talent with opportunities. Learn more today about seizing the opportunity to build a workforce that drives success and growth for your organization.

 

References 

1 “Underemployment Recent College Graduates U.S. 2022.” Statista, www.statista.com/statistics/642037/share-of-recent-us-college-graduates-underemployed/.

2 “91% of Graduates Want to “Make a Difference” in Their Job | Prospects.ac.uk.” Www.prospects.ac.uk, www.prospects.ac.uk/prospects-press-office/91-percent-of-graduates-want-to-make-a-difference-in-their-job.

3 “Call Center Representative Salary in United States.” Www.indeed.com, www.indeed.com/career/call-center-representative/salaries.

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Discover why call center turnover is a crucial KPI in customer service. Learn how it impacts financials, service quality, and productivity. 

Organizations are more likely to maintain strong and sustained performance when their employees are motivated, productive, and consistently striving for new goals. However, many workers still leave their jobs voluntarily every year.

The call center turnover rate is now a crucial Key Performance Indicator (KPI) in customer service. While organizations traditionally prioritize metrics like customer satisfaction and response times, the increasing significance of turnover rates signals a shift.

We’ll delve into why call center turnover rate has become the most important KPI and how organizations can use this insight to improve overall performance.

 

What Is Employee Turnover? 

Employee turnover indicates the number of workers leaving the company, whether voluntarily when employees are enticed by a competitor offering higher salaries or involuntarily when staff members are laid off or terminated due to poor performance.

Companies commonly assess the employee turnover rate as a percentage. They are derived by dividing the departed employees within a specific timeframe by the average workforce during that period.

For example, if 10 out of 150 employees left last year, the turnover rate would be 6.7 percent.

10 / 150 x 100 = 6.7 percent 

This metric is significant for HR professionals and managers to assess their alignment with industry benchmarks or organizational goals. If the turnover rate deviates, they can take steps to reduce turnover, such as enhancing employee engagement and managerial skills. Additionally, management may have established a target turnover rate that HR aims to achieve.

So, employee turnover is crucial for organizations to gauge their overall performance. Just as financial metrics gauge fiscal health and customer-related metrics measure satisfaction, employee turnover reflects workforce management’s organizational well-being and effectiveness.

Read More: Job Fit Matters: How Salem Solutions Nails Job Fit for Call Center Professionals 

 

Understanding Its Impact 

Eliminating employee turnover is impractical for most companies. Despite thoughtful recruitment strategies, not every employee will be an ideal fit, and enticing job offers might arise. Besides, adding new employees can bring in fresh perspectives.

However, excessive turnover increases costs and diverts time and attention from organizational goals. It can lead to a loss of institutional knowledge and hinder efforts to foster a cohesive corporate culture. In 2022, the prevalence of quiet quitting and the rise in great resignations posed persistent challenges for call centers, impacting customer experience and elevating operational costs.

Research from the SQM Group indicates that 47 percent of managers cite high agent turnover and absenteeism as major challenges in call center operations.¹ This has resulted in a notable drop in First Call Resolution (FCR) and Customer Satisfaction (CSAT).

The consistently high agent turnover rate of 38 percent is a primary obstacle to achieving high CSAT and FCR rates in call centers. And the employee exit trend isn’t calming down anytime soon. More agent turnover means more burnout, absentees, higher operating costs, and lower FCR and CSAT.

It emphasizes that call center turnover is the top KPI. This idea comes from the belief that keeping an eye on turnover is crucial for running things smoothly in the call center world.

 

Call Center Turnover Cost in Numbers 

According to the NICE WEM Global Survey, call centers experienced an average attrition rate of 42 percent in 2021.² Additionally, research from Cresta spotlights the attrition cost for call center roles, which is around 1.3 times the average attrition rate in the U.S. since COVID-19:³

  • Contact centers overall: 83.7 percent
  • Sales roles: 79.8 percent
  • Care and support roles: 87.6 percent

 

Beyond the concerning statistics, high turnover rates create major financial burdens for contact centers. The constant churn requires perpetual recruiting and training investments, including:

  • Contact centers overall: 14.3 months
  • Sales roles: 15 months
  • Care and support roles: 13.7 months

 

Meanwhile, the yearly expenses to replace a call center with 100 agents are calculated as follows:

  • Contact centers overall: $800,000–$1.7 million
  • Sales roles: $800,000–$1.6 million
  • Care and support roles: $900,000–$1.8 million

 

This excessive turnover resulted in surging expenses for recruitment, declining productivity, and falling workplace morale. The data signals an urgent priority for the industry – mitigating the turnover crisis to build workforce stability.

 

Factors Contributing to Employee Attrition in the Call Center 

There is a long list of reasons for high agent turnover in contact centers, making many operators consider turnover an unavoidable part of the industry. However, there are ways to address these high turnover rates. To find solutions, it’s crucial first to pinpoint the root causes of turnover:

  • Monotonous or repetitive tasks
  • Not being recognized for efforts
  • Limited opportunities for career advancement or development
  • Rigid work environment
  • Lack of employee engagement
  • High pressure or stress
  • Dealing with abusive calls
  • Diminished job satisfaction

 

The daily emotional strain of customer service is a significant burnout driver. Handling complaints, abusive calls, and high-stress interactions takes a toll on mental health over time.

Moreover, low pay is a factor in contact center turnover rates. Many of these centers fill most roles with minimum-wage positions, making it tough to compete with companies like Amazon, which hire employees with similar skills and consistently raise their wages.

Read More: 6 Qualities That Make a Great Call Center Agent 

 

Why Employee Turnover Matters 

It critically measures workforce stability and effectiveness. A high turnover rate signals potential retention issues, impacting customer service, operational efficiency, and finances.

Monitoring the turnover rate provides insights into workforce health, enabling proactive measures. A lower rate indicates a more stable and experienced team, ensuring consistent and high-quality customer service. The call center turnover rate is crucial, reflecting overall performance and sustainability in delivering exceptional customer experiences.

High employee turnover rates inflict damage on call centers in multiple areas:

 

Financial Implications

According to Deloitte’s report, reducing agent turnover by 1 percent can save a company with 30,000 employees and an average attrition rate of 13 percent, or approximately $32.9 million annually.⁴

The financial implications of high attrition rates are important. The costs of recruiting, training, and onboarding new employees increase. Recruiting expenses involve advertising positions, conducting interviews, and processing new hires.

Training costs include the time and resources invested in bringing new agents up to speed, which can be considerable, especially in roles that require specific skills or knowledge. That’s why addressing the agent turnover issue is crucial to achieving substantial cost savings.

 

Customer Satisfaction and Service Quality

High attrition rates can lead to inconsistent customer service as agents leave and new ones come in. New employees have to be trained, and during this time, the quality of customer service may not be consistent.

For instance, a customer might receive different information or assistance depending on the agent they speak to or the department they contact. This could contribute to a less-than-satisfactory customer experience.

Read More: The Year that Shaped Us: 2023 Call Center Staffing Lessons to Prepare for 2024 

 

Loss of Productivity

There is also a loss of productivity during the transition period. As seasoned employees leave, their replacements need time to reach the same level of efficiency and effectiveness. This transition period could bring a temporary dip in productivity. The slowdown can directly impact service delivery and overall operational performance and influence the call center’s day-to-day effectiveness.

Read More: 4 Ways to Increase Productivity in Your Call Center 

 

SECURE YOUR WORKFORCE WITH SALEM SOLUTIONS

Cultivate lasting loyalty, foster professional growth, and create a workplace that keeps your employees committed and thriving. Salem Solutions addresses call center, administrative, and healthcare support needs. We provide solutions for temporary, temporary-to-hire, direct hire, and high-volume staffing needs.

A motivated and engaged workforce is inherently more productive, innovative, and resilient in facing challenges. By taking decisive action now, you pave the way for a workplace that thrives, achieving both short-term gains and long-term success and sustainability. Learn more today!

 

References 

1 “Call Center Agent Turnover Problem: The Great Resignation and Quiet Quitting and Top 3 Tips to Improve It.” SQM Group, 10 Jan. 2023, www.sqmgroup.com/resources/library/blog/call-center-agent-turnover-problem-improvement-tips.

2 NICE. “2022 NICE WEM GLOBAL SURVEY: CONTACT CENTERS – from ATTRITION to RETENTION.” Nice.com, Jan. 2022, www.callcentrehelper.com/images/resources/2022/nice-attrition-to-retention-global-survey-20220211.pdf.

3 How AI-Driven Real-Time Coaching Stops the Revolving Door of Agent Attrition, Increases Productivity, and Improves CX Reducing Ramp Time & Agent Attrition in Contact Centers CRESTA INSIGHTS REPORT 2022 Q1.

4 Mittal, Kirti, and Asst Professor. “Article ID: IJM_10_05_035 International Call Centers.” International Journal of Management (IJM), vol. 10, no. 5, 2019, pp. 391–399, iaeme.com/MasterAdmin/Journal_uploads/IJM/VOLUME_10_ISSUE_5/IJM_10_05_035.pdf, https://doi.org/10.17605/OSF.IO/ES5GN.

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Explore the top 10 contact center trends for a successful 2024. Stay informed to enhance your work quality, from AI-enhanced customer interactions to sustainability. 

Customer satisfaction is among the most critical metrics for many employers and employees in the customer service industry. Even 87 percent of consumers say they buy from companies that offer proactive customer service.¹

With the latest technological innovations emerging year after year, today’s work landscape calls for speed and efficiency to provide good customer experiences. How exactly do professionals adjust to this fast pace? Staying on top of the tech game can become your fundamental strategy.

 

Technology in the Contact Center Industry 

When providing customer service, it’s important to view technology as more than a tool. Instead, think of it as your trusted ally in the delivery service. Technology acts as your assistant, helping you streamline tasks so that you can focus on what matters most – the customers.

Behind the scenes, technology plays the role of a conductor, anticipating issues and resolving queries before they escalate. It empowers you to provide a level of service that exceeds expectations.

In contact centers, time is of the essence, and technology ensures that you don’t just keep up but stay ahead. By integrating communication channels, customer service becomes a well-coordinated operation where interactions flow effortlessly, and customers receive top-quality assistance.

 

10 Contact Center Trends to Know for a Successful 2024 

Whether you’re aiming for an onsite position or a fully remote role, technology can help you thrive. This is why call center agents like you need to know about the latest technological trends.

Below are the top ten contact center trends you should know to become successful in 2024.

Read More: Contact Center Trends for 2023 

 

1. Artificial Intelligence-Enhanced Customer Interactions

AI-driven customer interactions have emerged as a pivotal trend in the rapidly evolving contact center landscape.

Picture having virtual assistants and chatbots that respond to inquiries and predict and address potential issues before they escalate. This trend is about efficiency, quicker response times, and personalized interactions.

Using AI tools doesn’t just streamline processes; it transforms your approach to customer service, ensuring a proactive and seamless experience. It elevates your work quality by offering more efficient, personalized, and timely solutions, enhancing customer satisfaction.

Read More: How AI Can Improve Your Call Center Performance 

 

2. Personalized Customer Experience

In the quest for customer satisfaction, personalized experiences have taken center stage. Tailoring services based on individual preferences and behaviors ensures a deeper level and a higher quality engagement.

This trend is not just about transactions. Instead, it’s about building lasting relationships between customers and your company’s brand.

Understanding and anticipating customer needs can turn each interaction into a uniquely satisfying experience. Ultimately, personalization fosters customer loyalty and advocacy, creating memorable and meaningful connections.

Read More: A Personalized Approach to Staffing – The Salem Solutions Difference 

 

3. Predicative Analysis through Synthetic Customers

A cutting-edge trend in the contact center industry is integrating predictive analysis through synthetic customer personas.

To understand this trend, consider a synthetic customer as a data-driven representation that mirrors your typical customer’s behavior, preferences, and needs. This trend involves leveraging advanced analytics tools to generate these synthetic personas, allowing you to predict customer behavior accurately.

So, why is this gaining traction? Professionals like you can anticipate customer needs and address potential issues before they arise.

This transformative trend empowers you to offer a more proactive and personalized customer experience. Integrating this approach into your operations means your interactions become reactive and anticipatory, contributing to higher service and overall customer satisfaction.

 

4. Omnichannel Integration for Improved Communication

Omnichannel integration is more than a buzzword; it’s a strategy to revolutionize communication in the contact center industry. This trend ensures that various communication channels seamlessly come together, whether voice, chat, email, or social media.

According to research, companies with omnichannel solid integration retain around 56 percent more customers than those with weak integration.²

So, why is this important? Well, it offers customers a consistent and connected journey, regardless of their chosen communication method. By providing a cohesive experience, you improve the overall quality of your work, creating a unified front in customer interactions.

Moreover, this trend also allows customers to choose how they want to be helped. Instead of repeating themselves to different agents, omnichannel integration gives you access to their concerns regardless of the medium!

Read More: Everything You Need to Know About Omnichannel Contact Centers 

 

5. Remote Workforce Optimization

According to contact center industry analyst Sheila McGee-Smith, around 60 to 80 percent of contact center agents shifted to remote work during the pandemic.³ This led to companies acknowledging the benefits of customer service representatives working in the comfort of their own homes.

As the contact center industry embraces remote work, workforce optimization has become an essential factor companies try to address. This trend is about using technology to manage virtual teams efficiently, striking the right balance between flexibility and productivity.

Remote workforce optimization ensures that your team remains cohesive and delivers top-notch service despite geographical constraints. This trend is crucial because it helps you adjust to the evolving work environment, enabling you to stay efficient and effective as a contact center professional.

 

6. Augmented Reality for Better Support

Augmented Reality (AR) is transforming customer support by providing hands-on experiences for troubleshooting and training.

It reduces resolution times and elevates customer satisfaction by offering immersive and interactive support. AR can transform complex issues into easily comprehensible solutions. For instance, you use AR to overlay visual instructions on a customer’s device screen. It helps them resolve issues step by step.

By incorporating AR into your support toolkit, you enhance the quality of your work, delivering more engaging and practical solutions to customers.

 

7. Voice Biometrics Usage

In the evolving landscape of contact centers, incorporating voice biometrics and interfaces is reshaping security measures and customer interactions. This new tech utilizes unique vocal patterns to verify and authenticate individuals, streamlining the verification process frictionlessly. Think of it as your voice becoming your secure passcode.

Why is this important? Voice biometrics enhances security and simplifies interactions. This makes it easier for customers to verify their identity without the hassle traditional methods bring.

Integrating voice biometrics and interfaces into your workflow as a contact center professional contributes to a more efficient and secure customer interaction process. It’s a technological advancement that improves your work’s efficiency and contributes to a seamless and trustworthy customer experience.

 

8. Emotional Intelligence in Customer Interactions

With constant technology usage within the industry, the human touch becomes even more necessary when dealing with customer relationships and interactions. Beyond scripted responses, you should prioritize building rapport and empathy through interactions.

The importance of emotional intelligence lies in creating genuine connections with customers and fostering trust and loyalty. Incorporating it into your services enhances your work’s overall quality, ensuring customers feel heard and understood.

 

9. Cybersecurity Measures in Contact Centers

With increasing cyber threats, it becomes paramount to prioritize cybersecurity measures in contact centers. As businesses and customer interactions become more reliant on digital technologies and online platforms, the volume of sensitive data transmitted and stored also grows, and so does the risk of exploiting these vulnerabilities.

Thus, cybersecurity is evident in maintaining customer trust and complying with data protection regulations. Professionals can create a secure and reliable customer service environment by incorporating robust cybersecurity measures such as multi-factor authentication (MFA), encryption practices, and regular audits.

 

10. Sustainability of Contact Center Operations

Sustainability has emerged as a trend reflecting broader societal concerns. Considering the energy and resources used to create machines and tech tools, many are rightfully concerned about the depletion of global resources.

These concerns led to the trend of sustainable contact center operations. It involves adopting environmentally friendly practices and technologies.

The importance of sustainability lies in aligning contact center operations with global efforts to reduce environmental impact. By incorporating sustainable practices such as remote work, paperless operations, and energy conservation, you contribute to a positive corporate image and demonstrate responsibility, enhancing your overall work quality and your organization’s reputation.

 

FIND THE RIGHT OPPORTUNITIES WITH SALEM SOLUTIONS

Finding a job goes beyond mastering skills and gaining knowledge. Even if you meet the requirements of your desired role, you can’t succeed without job opportunities. This is where Salem Solutions can help you.

Working with us allows you to focus on mastering skills and learning about the latest trends. You don’t need to scroll through job boards aimlessly anymore. Allow us to find the best opportunities for you. Reach out to us now to start finding the right fit!

 

References 

1 Jive. “The 10 Most Common Call Center Problems and How to Fix Them.” Jive, 2017, logmeincdn.azureedge.net/jivemedia/library/wp-content/uploads/2017/08/CCenterEbook.pdf.

2 Saleh, Khalid. “The State of Omnichannel Shopping – Statistics and Trends.” Invesp, 18 Apr. 2023, www.invespcro.com/blog/state-of-omnichannel-shopping/.

3 Ringshall, Ben. “Why the Future of the Contact Center Is Remote.” Fonolo, 7 Dec. 2023, fonolo.com/blog/2020/11/the-future-of-the-contact-center-is-remote/.

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