With the shift to remote work, businesses find it increasingly difficult to keep track of their agents’ productivity. Lack of visibility into agent performance makes it difficult to identify and resolve issues quickly. On the other hand, companies that ask their employees to work from the office face a new challenge: decreased engagement and productivity. Oftentimes, people leave their jobs for greater flexibility and a better work-life balance.
These are difficult times for business leaders. Challenging situations are nothing out of the ordinary for the people responsible for overseeing organizations, with topics such as cash flow, digital transformation and productivity always on their radars. However, the past year has seen a unique concern dominate boardroom conversations around the world – employee attrition.
The ‘war for talent’ is as intense as ever. A quarter of a century since global management consulting firm McKinsey first used the term when highlighting the increasingly fierce competition to attract and retain employees, the global pandemic has taken the challenge to a whole new level, so much so that one global survey of almost 1500 C-suite executives and board members has revealed the issue is now the number one concern for business leaders.
Being a call center agent isn’t an easy job. They have to deal with customers day in and day out — often unhappy, angry, or dissatisfied ones. Additionally, the pressure of meeting targets can leave some feeling quite stressed. So how do you improve call center agent motivation? Don’t worry. In this article, we’ll give you 14 no-nonsense call center agent motivation tips to help you boost both remote and in-office employee engagement, leading to increased overall profitability.
Call auditing involves evaluating and reviewing your contact or call center’s performance to ensure maximum efficiency and team productivity. An effective call audit process can help you identify opportunities, strengths, and weaknesses by determining if the operation meets specific, measurable performance criteria. Ultimately, a successful call audit will provide insights into precisely what is happening in the contact center. You can then utilize the data collected to make improvements.
The right time tracking software can turn your business around with enhanced productivity, workflow optimization, and powerful automation. Insightful and Time Doctor are examples of such robust productivity tracking tools. Both tools offer time tracking, productivity management, and reporting features to help transform your business. But which one is better? Find all the answers in this Time Doctor vs Insightful review.
It’s easy to discount quiet quitting as social media-inspired melodrama. A way for younger people to put their own stamp on an idea that attentive leaders have understood for many years: people who don’t feel valued or respected, don’t bring their whole selves to work. But the fact that the trend emerged from a generation of true digital natives — workers in their teens through to their late 20s — offers a new insight.
Quiet quitters don’t abandon ship. They don’t complain loudly. Instead these employees gently pull-back, and your business stops benefitting from their entire focus, energy and brilliance. For leaders, that should trigger alarm bells. But many carry on like nothing is amiss. The question isn’t whether you have people in your company that have stopped going ‘above and beyond’—inevitably, you do.
Since 2020, the outsourcing sector in the Philippines has witnessed a massive shake-up, and recent regulatory changes mean the industry will never be the same. We explore the winners and losers of a recent decision by the Philippines Government to allow outsourcing firms to keep tax perks while enabling 100% of staff to work-from-home (WFH).
Companies know they need an adaptable, diverse and energized workforce — and that flexibility is key to retaining, and competing for, top talent. While remote job listings globally have more than doubled, employers are still catching up to employees’ expectations. For instance, many US workplaces only allow employees to work remotely some of the time, even though, when offered—almost everyone jumps at the opportunity.
