Gen Z was born between 1997 and 2012. They now make up more of the workforce than millennials do. Like other generations, Gen Z is looking for different things in a job and employer. One of the most important aspects is perks. Offering the perks Gen Z values most attracts them to your call center.… Read More »
Tag: Call Center retention strategies
DEI Tips for Government Call Centers: How to Create a More Inclusive Work Environment
A significant number of businesses are focusing on increasing diversity, equity, and inclusion in their workplace. Government call centers are among these businesses. Many members of the workforce continue to be marginalized because of race, gender, socioeconomic status, disabilities, or lifestyle. These concerns have become even more visible during the coronavirus pandemic. Diversity,… Read More »
The Biggest Threat to Call Centers in 2022: Agent Attrition
One of the biggest threats to call centers used to be artificial intelligence (AI). In 2022, the biggest threat is agent attrition. Although customers can benefit from technological advances of AI, many customers still need to talk with humans to resolve their issues. This is becoming an increasing problem for call centers experiencing agent shortages.… Read More »
Retention Strategies to Help Your Call Center and Employees Thrive Despite “The Great Resignation”
Millions of employees have been quitting their jobs during the coronavirus pandemic. Among the main reasons are not feeling valued at work, leaders not responding to employee feedback and low employee morale. As a result, a significant number of roles are remaining open. While this can be a depressing and scary thought, it is also… Read More »
Incentivize Your Call Center Employees with These Engagement Strategies
Gamifying your call center workplace makes work feel more rewarding and fun. It drives engagement among your team and creates a culture of continuous improvement. Providing rewards for reaching key performance indicators (KPIs) encourages agents to perform their best. It also creates healthy competition that encourages creativity for solving customer problems. You gain insight into… Read More »