2022 Trend Report: Global State of Contact Center Employee Retention and Performance

We surveyed contact center leaders to learn what they are doing to motivate, engage, train, and retain employees, as well as their 2022-2023 top priorities and initiatives. 

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In June 2022, we surveyed 245+ contact center leaders to ask what they think of workforce engagement management, how well their employees are performing, the impact on CSAT, and their top initiatives and priorities for 2022-2023.   

66.2% of respondents plan to increase compensation and benefits to grow employee engagement, with scheduling flexibility and improving manager communications being additional areas of focus. This focus on compensation, well-being, and the direct manager is a result of recent changes in the workforce. 

What you will learn:

  • Tips for tracking and improving employee engagement 
  • Key focus areas to enhance the employee experience 
  • Top frontline worker management priorities in the contact center  

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