The mass movement of workers, sometimes called the Great Resignation, is continuing beyond the pandemic as people reevaluate their priorities and make changes in where to work, how, and for whom. While employees are quitting or retiring in droves across nearly every industry, the customer service sector has been hit particularly hard by the movement. It’s no wonder agents are among the many rethinking their jobs: customer service is more challenging, frustrating and stressful than ever.
From sustained high volumes of calls to even higher customer expectations, the pressures within the contact center have been unrelenting. Customer service agents are expected to get up to speed quickly, stay up to date on constantly changing products and offers, and solve increasingly complex customer issues — all while struggling with the aftermath of the pandemic on their personal lives.