Find Harmony Between Business and Agent Needs
A 2019 study shows that when Millennials and Gen Z are dissatisfied with their work/life balance, they consider leaving their current employer within two years. Many millennials are willing to make tradeoffs to achieve greater flexibility – in fact, more than 40% of employees would trade a tenth of their salary for more flexibility in their schedules.
But delivering schedule flexibility must be done in alignment with day-to-day business needs. Contact centers need to fill less popular shifts, provide customer support on holidays, and have a certain number of agents onsite to deliver a quality customer experience day in and day out.
Download our eBook to learn how the artificial intelligence and machine learning capabilities of NICE Workforce Management (WFM) make it easy to balance agent desires for work/life balance with business demands. Discover how to utilize NICE WFM to tap into the flexibility that makes the gig economy so appealing and create a win-win situation for agents and the organization.
