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The Leadership Challange
August 2022 - 5th Talent Contact Center Industry Report #4

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Accept the Future of Work. It has Changed. Adapt!
The market has changed and what worked in the past will not work in the future. Don’t remain in a holding pattern hoping things will “auto correct” while high employee turnover and declining performance are impacting the bottom line.


Improve the Employee Experience.

It is the primary reason why people are quitting and disengaging. Don’t believe the hype. People aren’t quitting only for more money and then having massive regrets afterwards. What employees want from work has evolved and they have low tolerance for anything else. One critical ingredient for success is a highly developed front line management team. They are now the face of the company to employees, and they are the driving force behind a positive employee experience.

Build a Highly Flexible Work Arrangement Model.

When it comes to where employees work, “The horse is out of the barn,” as the saying goes. They have adapted to the flexibility of remote work and therefore it will remain as a portion of any competitive workforce strategy. Don’t just offer flexibility, build an organizational model to support it.

5th Talent Contact Center Industry Reports

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March 2023 - 5th Talent Report #5
The Crisis in Contact Center Management

The customer experience is at a 17-year low, agents agent turnover remains high at 7-8%% a month, and quiet quitting is 59%. This crisis is severely impacting company... 


June 2020 - 5th Talent Report #1
The Work at Study

The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a... 

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August 2022 - 5th Talent Report #4
The Leadership Challenge 

5th Talent International interviews contact center leaders from 76 companies from July 2021 to June 2022 to understand the state of the industry.  Many companies... 

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April 2021 - 5th Talent Report #3
The Work at Home Dilemma

This report outlines what we call the "Work at Home Dilemma." There are challenges to the sustainability of the work at home model, but employees do not want to...

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Nov 2020 - 5th Talent Report #2
Work at Home Fatigue

5th Talent International recently interviewed 41 contact center leaders regarding their shirt to a work at home model for their employees.  These leaders represented more than...

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