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Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations.
Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Top 5 Self-Service Pitfalls.
M any team leaders have become ‘mother hens’ to their work-at-homeagents, caring for their wellbeing and motivation. Planners are experimenting with new types of shifts such as micro-shifts that are great for home-working. One positive outcome of the pandemic is that contact centres are being more creative with scheduling.
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