The Biggest Challenge To Agent Retention – The Gig Economy?
Many organizations today are struggling with agent retention. However, an increase in agent turnover should not be surprising given the changing agent demographics. More than 70% of contact center agents in the U.S. are now Millennials and most Millennials consider work-life balance more important than opportunities for pay or career advancement.
This is now becoming a major driver for contact center agents to reevaluate their career choice and often opt for a more flexible role within the sharing-economy (think Uber, Lyft, Task-rabbit). The sharing economy now employs roughly the same number of workers as the contact center industry in the U.S., presenting a major challenge in retention as it is siphoning off 50% of the traditional contact-center labor pool.
In this webinar, we will be discussing how agent schedule change empowerment is the key to improving agent retention and how it can also improve forecasting, added coverage and flexibility in staffing requirements.
Webinar: The Biggest Challenge To Agent Retention – The Gig Economy?
Date: April 19, 2018
Time: 2PM EST / 11AM PST / 6PM GMT
Can't make it? Register anyway and we'll send you the recording!
Presenters:
Rich Correia
Director of Product Marketing
NIC
Richard has many years of experience in Product Management and Product/Solutions Marketing, with time at Cisco, Turin/Force10, Dell, and CyrusOne. Accomplishments include driving the product direction and revenue of Turin/Force10 from a few million, to just under one hundred million in sales. At Dell, he was focused on managing and marketing the different components of the data center solutions, across hardware and software. At CyrusOne, he changed the direction and strategy of marketing, to driving greater ROI. Richard holds a bachelor’s in Mechanical Engineering from University of Rhode Island and advanced degrees in Business & Engineering from Southern Methodist University.
