Reevaluating How to Increase Call-center Employees’ Productivity and Retention

Reading time: 5 min 32 sec

Whether they like it or not, companies need to come to grips with the following reality:

Disengaged employees are very often the face of their organization.

Commonly hailing from departments that aren’t revenue sources, these workers come in contact with company clients far more frequently than higher-ranking employees. Hell, they are often the first company representative a client encounters when deciding to engage with a service or product provider.

This can be problematic.

An agent working at a call-center is limited in his or her understanding of company strategy, vision and overall direction. Yet, he or she are tasked with dealing with representing the organization to the world; whether by providing service to an existing customer, or by attempting to lure a new one.

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