Ensuring your contact center employees are fully engaged in their day-to-day jobs sounds like a very logical thing. When your employees enjoy their work, everyone is better off—your customers and your employees. But this also holds true for your business as a whole.
Reading the 2016 Dimension Data Global Contact Centre Benchmark report, I was surprised to see the number of temporary workers in the industry has increased. This could be explained by an uptake in many economies and that the time to market for adding capacity is typically shorter when using agencies to recruit additional staff. But these same benefits may also come at a cost.