HR GENIUS BLOG
SHARING NEWS, IDEAS, THOUGHTS AND ADVICE AROUND THE WORLD OF HR!
In order to increase contact centre agent engagement and reduce absence rates introduce flexible shifts – it’s one of the best techniques and yet is simple to implement.
Basically, it comes down to asking your employees what shift patterns they would prefer and how many hours per week.
Just be sure to maintain those patterns for at least 4 months and include four anti-social shifts (Friday or Saturday evening) per month and you’re set.
It’s a win-win situation for contact centre agents and managers alike.