contact center workforce Study Surveys 
CCNG
SEPTEMBER 11, 2024
Optimizing Remote Workforce The shift towards remote work in contact centers is here to stay, with CCW Digital Surveys indicating that 68% of contact centers plan to maintain remote work post-pandemic due to increased agent productivity.
Calabrio
MARCH 7, 2025
Call Center Industry Turnover Rate Benchmarks Call center turnover rates are notoriously high compared to other industries. Contact center industry averages vary. However, one study found that, in 2022, the average turnover rate reached as high as 38%. And employee churn among new hires can be especially high.
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Calabrio
APRIL 8, 2025
In the contact center, customer interaction analytics can run into the same issue when analyzing a voice call. Despite relying on surveys and focus groups, as well as tools like contact center sentiment analysis, to help them do so, many organizations struggle to get a real sense of how customers feel.
Aspect
JANUARY 21, 2019
Much has been written by industry analysts, and studies have shown the direct relationship between agent happiness and customer happiness. A recent Aspect survey of 500 consumers showed that 72 percent of consumers would rather interact with a happy agent and have their experience take longer than deal with an uninterested agent.
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To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.
VocalCom
JUNE 22, 2020
To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Want to know more about the evolution of contact centers ?
NobelBiz
OCTOBER 6, 2020
Maybe a surprise for some and confirmation for others, but the contact center industry seems to have adapted quite well to the new reality of remote work. This shift in working methodology opened the contact center workforce market, especially to people with disabilities or homebound.
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