GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research

The Southeast Asia (SEA) Employee Engagement Research Report is timely as it provides an accurate view of the ever-changing contact center agent environment. Some of the key takeaways from the report include: 

• Only 58% of SEA frontline staff will continue to work for their current employer (page 9).​
• The team leader’s technical skills and ability to address frontline staff questions are below par in SEA compared with the rest of the world, which impacts staff retention (page 25).​
• The growth and development of individuals from a technical and soft skills perspective are very important for retaining staff (page 41).​
• Having the necessary tools/reports to conduct structured reviews is critical in developing and retaining staff (page 51).​
• The shift to work-at-home (WAH) makes it essential for computer systems to be able to facilitate this setup (pages 61 – 63).

The report findings align with Talkdesk feedback from the market:​

• Organizations that have moved to the cloud have the ability to support WAH to address seasonality and ever-changing consumer demands.​
• Enabling frontline staff to do their job well by giving them the appropriate tools and developing their skill sets is an important contributor to staff retention.​
• Arming managers with the appropriate key performance indicator (KPI) reporting metrics achieves a double win – monitoring staff performance whilst providing accurate feedback to staff members as part of formal and informal reviews.