Workforce attrition can have significant financial effects on a company. After all, when a business experiences a decline in its workforce and doesn’t replace lost staff, productivity can dramatically decrease, which can cause a company’s bottom line to suffer. In fact, aggregated research from Barracuda found that just five hours of unproductive work a week can cost a company $6,357 per employee per year.
Unfortunately for SMBs, customers don’t care that you have more limited resources than a large enterprise; they still expect top-of-the-line service from every company they patronize. In fact, according to a recent Zendesk survey, 55 percent of consumers said they switched to a different company after a single negative customer service experience.
Workforce optimization has gained a reputation for being a complicated, time consuming and expensive process. But now, things have changed and contact center managers have the ability to rewrite the rules and turn the contact center into a revenue-driving force.
The role of the contact center has certainly changed over the years. While in the past, the contact center was used primarily to monitor call quality, today’s contact center is more strategic than ever before, collecting and analyzing valuable customer data to make better, more informed business decisions from the top-level down.