Is Employee Engagement in Need of an Overhaul?

In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘How Would You Rate the Level of Employee Engagement in Your Organization?’

The results showed that 38.2% of contact centres need to make improvements to successfully engage their employees, as 31.4% of survey respondents said their employee engagement was ‘reasonable’, whilst a further 5.8% said ‘poor’ and 1% said ‘very poor’. In contrast, only 15.4% said their employee engagement was ‘excellent’.

With strong competition for the best staff, these results highlight that many contact centres need to do a lot more to maintain a thriving culture and retain the best talent.

This survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more!

Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights.