Call center agents are the backbone of customer service, but they often face a number of challenges that can affect their job performance and overall well-being. Here are some of the top problems that call center agents have to contend with:

What is Call Center Shrinkage?

I was a Workforce Manager for many years and trust me when I say “shrinkage” can make a HUGE difference in your daily production. Shrinkage is the unscheduled or scheduled activities, which don’t allow the agents to do the actual job that they are being paid to do.

Whether we realize it or not, consciously and subconsciously, everything we do or don’t do is creating our own reality. We oversee our own: careers, relationships, finances, environment, health…practically everything. Life throws everyone the occasional curveball, but in general, we are the captains of our own ships.

The holidays can be a very fun and very distracting time of year. Most people will need to take some time off to travel, shop, cook, attend school plays, etc. What is weird about all this is your boss still expects you to work in December! To help you navigate the holidays, we have come up with five surefire ways to help you be as productive as possible at work, while also giving you more time to enjoy the holidays…because life isn’t all about work.