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Contact Center Industry Report #4:
The Leadership Challenge
Why Most Contact Centers are Struggling to Adapt to the Future of Work
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.
Contact center employees want a mixed work at home model and they identify key challenges to long-term sustainability
Most Employees Have Work at Home Fatigue and It Is Impacting Performance.
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