Global data that shows why employee engagement is critical for CX success.
The contact center and CX industry have historically dealt with high attrition rates. Data suggests that effective engagement strategies lead to higher performance, increased productivity, improved retention and bottom-line growth. However, the industry struggles to adapt and find new ways of engaging employees, especially in hybrid and remote work environments.
Our research aims to provide CX leaders with the most comprehensive and in-depth insights for organizations to incorporate into broader strategies. You'll learn how satisfied contact center staff are with their jobs, understand what drives employee satisfaction and distinguish the differences between countries.
The 14-part series provides an unbiased overview of job satisfaction across all layers of the contact center, offering benchmarking possibilities.
Overall Employee Experience
Impact of effective recruiting and training on overall satisfaction and retention.
Growth & Development
Insights regarding the importance and impact of recognition, development opportunities, and long-term investment of employees.
Differences in frontline and non-frontline levels of satisfaction and retention.
BPO vs In-House Contact Center
Comparison of satisfaction and retention rates between BPO and in-house contact center staff.
Current levels of WAH staff, their future intentions and overall experience.
Get actionable insights from thousands of CX professionals across the globe.
Insights cover 19 countries, including Asia Pacific, North America, Europe, Middle East, Africa and Latin America.
We surveyed over 5,000 staff at BPOs and in-house contact centers. Frontline roles include CSRs, CSSs, Agents, TSRs, and more.
We gathered data from nearly 1,000 non-frontline staff: workforce management, quality, reporting & analytics and training/staff development roles.
Employee Engagement Reports. Download regional and global insights.
Global Employee Engagement Research
Global BPO vs In-House
Global Work-at-Home vs In-Center
Employee Engagement Webinars. Get expert insights on key topics.
Team Leaders: The Key to an Engaged & Motivated Team
Experts from Harte Hanks and COPC discussed:
- Training for Team Leader Success
- The Team Leader’s Role in Recruitment Quality
- Finding the Right Manager-to-Staff Ratios
- The Value of Frequent and Meaningful One-on-Ones