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The Leadership Challenge

What is Separating the Winners from the Losers

Contact Center Industry Report #4 - August 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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