Organizational Behavior Improving in the Field of Contact Centers

Abstract

The article concentrates on questions of improving the management of organizational behavior of personnel in the field of contact centers. Difficult post-crisis economic realities geopolitical tensions on the state of the labor market and, as a result, changes in the number of employees, actualize previously unresolved problems associated with staff turnover. The article analyzes the scientific developments of domestic and foreign scientists on the problem of staff turnover; examines the actual state of contact centers (dynamism and quality of personnel); the need to develop a system of organizational and practical approaches to solving the problems of employee retention and the responsiveness of contact centers to technological change, using the humanistic principles of organizational behavior management. The article focuses on new recruitment methods developed by representatives of domestic recruitment, digital technologies in the planning, training and evaluation of personnel, the development of HR analytics. The article is of practical importance, since the set of recommendations developed in it, focused both on the current moment and for the future, includes proposals for the selection and implementation of appropriate mechanisms for improving personnel management, the priority of which is the development, motivation and retention of employees. The use of this article can help modern Russian contact centers optimize their staff activities and help managers to develop new psychological and conflictological approaches in practice, reduce stressful situations, reduce monotonous work and new ways to prevent upcoming dismissal.