Call center work is tough in the best of times. The novel coronavirus and the remote work practices instituted in its wake have made call center work even tougher, with good employees suffering from the lack of in-person camaraderie and leadership.
That’s the reality Georgia’s Own Credit Union ($3.1B, Atlanta, GA) faced when it switched suddenly from approximately 5% of its 330 back-office staff working regularly offsite to 90% of them.
Putting the technology in place was not easy, but it was doable. The bigger challenge now lies in keeping up morale and productivity among its front-line, back-office folks so crucial to member service. Contact centers were a hot spot for burnout before COVID-19. The added stresses of the pandemic make burnout an even larger potential problem.
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