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.
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.
