Another nugget of discussion in my book, Call Center: A Focus on Customer Service.
There are so many reasons people miss work – lack of work ethic, not understanding the impact of absences or the harshness of ‘life’. Absenteeism due to work/life challenges is at an all time high. Companies need more than EAP as a resource. (Employee Assistance Programs are a confidential resource for employees. It is considered a company benefit for employees that can range from counseling, job coping skills, local assistance needs) Employees need a variety of tools/training to better manage their ever growing complicated lives. An employee focused on their job will represent the company with quality performance – a win/win for us all! We need Human Resource and Operations to collaborate how to best address modern day challenges of our workplace.