Why is Contact Center Work Hard?

This blog post is adapted from the authors’ contribution of Chapter 7 – “How to Measure Contact Center Skills Using Multimedia Simulations” – in Simulations for Personnel Selection published by Springer.

Contact centers are fast-paced, technologically sophisticated businesses that provide large companies with a direct link to their current and potential customers. Companies use them to address consumer demand for quick, efficient access to information and problem solving as well as to communicate the value of new products or services. However, this fast-growth, $300 billion industry is plagued with high levels of employee absenteeism and turnover.


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