top of page
Contact Center Industry Report #5:
The Crisis in Contact Center Management
A downward spiral in the employee and customer experience is causing “The Great Termination” of leaders.
March 2024
Section 1: The Crisis in Contact Center Management
Section 2: The Crisis in Contact Center Outsourcing
Section 3: Meaningful Work is The Answer
Section 4: Grind is Dehumanizing Customer Service
Section 5: Solving the Crisis
Additional 5th Talent Reports
Most Employees Have Work at Home Fatigue and It Is Impacting Performance.
Contact Center Industry Report Series #1:
Work at Home Study
June 2020
Contact center employees want a mixed work at home model and they identify key challenges to long-term sustainability
bottom of page