The Leadership Challenge

Why Most Contact Centers are Struggling to Adapt to the Future of Work

Contact Center Industry Report #4 - September 2022

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 have lower employee turnover and better performance than before the pandemic. What separates them from most companies is their proactive leadership to improve the employee experience, develop frontline leadership, and offer employees the flexibility they want.

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