Here’s what tops agents’ wish list for contact center improvements.
The good news: It’s not an expense-filled list.
According to a Staples Advantage survey, agents want:
- elimination of office politics (44%)
- permission to telecommute (41%)
- technology upgrades (37%)
- furniture upgrades (35%), and
- more private work areas and flexible work hours (tied at 34%)
Helping eliminate office politics can improve morale and productivity in the contact center. Imagine what everyone can accomplish without gossip and backstabbing!
To reduce office politics:
- clarify employee and company goals regularly so everyone know what’s expected and when
- Give agents a forum to regularly ask questions so there are no communication gaps, and
- Make merit-based employee advancement decisions and have the data to back them up.
