At a time when our ‘always-on’ economy means that consumers expect responsiveness 24-7, contact centres are feeling the pressure like never before.

At the same time, employers are also facing one of the most challenging labour markets in the past five years.

It’s tough out there. Employees with in-demand skills can now pick and choose where and when they want to work. If your organisation isn’t perceived as an attractive place to work, employees will simply go and work for a competitor instead. Put simply: to find, attract and retain the best talent, hiring managers need to think and act differently.

To find out why – and learn what smart employers are doing – see our latest blog: Harnessing a flexible workforce in the contact centre industry.