Published: 11 November 2022
Only one in three reps are engaged, and attrition is high. Flexibility can significantly improve engagement, but customer service and support leaders must think beyond just where and when reps work, and introduce task variation for reps of all tenures.
Two-thirds of customer service representatives (CSRs) are currently disengaged or at risk of disengagement, and attrition is increasing at a time when the labor market presents significant challenges to customer service and support (CSS) leaders looking to backfill.
CSS leaders are increasingly asking how to increase employee engagement and reduce attrition. Offering flexibility around where and when employees work is no longer enough.
Providing radical flexibility — enabling reps to choose whom they work with, what they work on (“task variation”) and how much they work — can increase the percentage of high performers in an organization by 40%.
Improve service
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