The More Things Change, the More Things Stay the Same
I’ve been away from directly working in call centers for about five years. When I left, the discussions were around service levels, high attrition rates, technology and workforce management.
And now five years later, I’m reading call Center Magazine and getting caught up on the latest in the field in the discussions are around
service levels
high attrition rates
technology
and workforce management
Over five years, and the basic problems and challenges still have not been resolved. Something is wrong