Employee Engagement Research Series

Download the latest research gathered from nearly 6,000 employees across multiple industries and 19 countries. Our Global Employee Engagement Research Report is available now. View the latest reports and subscribe for upcoming country-specific and topic-focused reports.

View Latest Reports

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

Current levels of satisfaction and retention by tenure, country and industry.

Onboarding

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.

Position Analysis

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.

Work-at-Home (WAH)

Current levels of WAH staff, their future intentions and overall experience.

Get actionable insights from thousands of CX professionals across the globe.


19

Countries

Insights cover 19 countries, including Asia Pacific, North America, Europe, Middle East, Africa and Latin America.

~5000

Frontline Staff

We surveyed over 5,000 staff at BPOs and in-house contact centers. Frontline roles include CSRs, CSSs, Agents, TSRs, and more.

~1000

Non-Frontline Staff

We gathered data from nearly 1,000 non-frontline staff: workforce management, quality, reporting & analytics and training/staff development roles.

Global Employee Engagement Research Report

Available Now

Australia

Available
Now

United States

Available
Now

New Zealand

Available
Now

Philippines

Available
Now

Southeast Asia

Available
Now

United Kingdom

Available
Now

South Africa

Available
Now

Canada

Available
Now

Latin America

Coming Soon
December 2022

Subscribe

MENA

Coming Soon
December 2022

Subscribe

India

Coming Soon
December 2022

Subscribe

Global BPO

Coming Soon
January 2023

Subscribe

Global Work at Home

Coming Soon
January 2023

Subscribe

Employee Engagement Research Series. Subscribe for new releases and updates.