2022 Guide to Leading an Agent-Centric Contact Center


A glance at the 2022 Contact Center Challenges and Priority Study by Contact Center Pipeline sums up the perfect storm faced by today’s contact center leader. Forty-one percent of respondents cited their biggest challenge as difficulty when hiring and recruiting, 23% noted an increased workload and rounding out the top three, 19% said high attrition rates.

Put it all together and you’ll spot an ever-widening gap in the work to be done and the people who are willing and available to do it.

You know this already. You’ve tried to combat it by offering new benefits and perks, increasing wages, and incentives, and expanding your offerings around working from anywhere. But that approach to the problem, in this current market, is not unique to your business. It’s become the new expectation. Finding and retaining people now means looking beyond what appears on a pay stub and toward the things that create deeper meaning in work and show greater respect for the worker.

Download this guide for insight on:

  • The Potential in Our People
  • A Process to Empower
  • Technology Brought Together

Download 2022 Guide to Leading an Agent-Centric Contact Center Whitepaper

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