Buzzwords –
Optimise!
The latest technology is being put to the best possible use
Workforce optimisation technology is helping a growing number
of Welsh contact centre agents to gain more control over their
shift patterns, and is contributing to a more acceptable work/life
balance for many agents.
Contact centres have realised that if they give their agents
the flexibility, freedom and support needed to carry out the job
to the best of their ability, they will enjoy work more and be
more productive – it’s a win/win situation.
Helping agents to manage their own working schedules encourages
them to take more control over their working life.
Not surprisingly, results show that when agents are given more
control they are more proactive in their work, leading to a much
more positive working environment – and one that you are
more likely to want stay working in.
Adam Faulkner, founding director of contact centre experts Sabio,
highlights how contact centre agents are now able to take more
control of their careers. |
"We believe that this will be an important factor to making
Welsh contact centres a more attractive career option for 2007
and beyond."
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