Your company’s HR professionals sit in a unique position within an organization. They’re in contact with a variety of people, both internally and externally. Through human capital management — people resource management practices across workforce acquisition, management, optimization — these professionals deliver tremendous business value in streamlining operations while hiring the right people.
Call center agents have access to ample information—often more than what they need to properly assist customers. That issue has only been exacerbated during the COVID-19 pandemic, as call centers have remained closed and agents are set up for home support.