The Perception Gap: Scheduling Flexibility in Contact Centers

Two surveys expose the scheduling disconnect that is costing contact centers millions.

Contact centers experience high-levels of employee attrition—30% on average, costing a center with 1,000+ agents upwards of $3M to $6M annually.

A recent survey of ~450 contact center agents found that scheduling flexibility is a top priority for agents—but also a key point of frustration with their role.

Check out this report to learn about the perception gap between contact center leaders and agents as to what constitutes “flexible” scheduling.

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