The Role Of Employee Self-Service In Workforce Management
Playvox
JULY 31, 2023
Understaffing can cause employee burnout , which, in turn, can increase sick days and attrition. It also has a negative impact on SLAs, abandonment rates, customer retention, CSAT, and brand image. Agents cannot perform with inadequate shift coverage. When agents are tired, they don’t perform well and make more mistakes.
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