The term Great Resignation came into common business parlance in September 2021, when the Harvard Business Review published an article analyzing the causes and strategies to combat the stark fact that millions of Americans were quitting their jobs, four million in July 2021 alone.
The phenomenon has impacted contact centers not only in the U.S. but across the globe. The pandemic has shifted what agents want from their employers and careers. It is not surprising that service leaders are struggling with hiring and retention in what has become a fiercely competitive marketplace for skilled employees. Contact centers have already begun to reimagine their workforce operations, to invest in the agent experience, and prioritize flexibility to attract, retain, and nurture the best talent.
