Contact Centre Research

Is Employee Engagement in Need of an Overhaul?

2023 Survey Cover Employee Engagement in Desperate Need of an Overhaul

Published On: 7th Dec 2023 08:00

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.

2023 Survey Graph Rate Employee Engagement

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.

Author
Megan Jones

Megan Jones, Editor, Call Centre Helper

Megan interviews inspiring people across the contact centre industry to capture these amazing voices and turn them into best practice articles – covering all elements of what it takes to deliver truly outstanding employee and customer experiences.

Connect with Megan on LinkedIn

Is Employee Engagement in Need of an Overhaul?

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