2024 JANUARY CCW MARKET STUDY | Future of Contact Center Employees
CUSTOMER
CONTACT WEEK
DIGITAL
www.customercontactweekdigital.com |
Granted, not all employee experience measures are
commanding the same degree of attention. Though on
the radar, initiatives like re-evaluating compensation (54%),
rethinking career pathing (68%), and accommodating more
flexible scheduling models (70%) rank as comparatively
less common priorities.
Will brands that avoid addressing pay, career trajectory,
or work flexibility substantially bottleneck their ability
to achieve universal objectives like satisfaction and
retention? Given the anticipated evolution of the agent
role, that question will gain new relevance as contact
centers look to the future.
Does your contact center/CX team subscribe to
the idea that “happy agents = happy customers”?
65%
Yes - we truly believe that emotionally happier agents
will deliver better customer experiences
30%
Somewhat - we see a connection between CX
and EX, but it’s more about empowering agent
performance than literally making them “happy”
5%
No - we see the CX and EX as two separate things
Over the past year, do you feel your contact
center has improved in the following areas?
Improving employee satisfaction and retention
Improving employee training and coaching
Improving performance measurement/management practices
Empowering employees with better tools/technologies/data
Improving collaboration and team-building
Hiring higher caliber talent
Improving contact center culture
Balancing at-home vs. on-site work
Encouraging frontline employees to think critically, go off-script, etc
Managing the impact of AI and automation on employee
performance & satisfaction
Accommodating more flexible schedule/shift models
Providing clearer / more valuable careerpathing
Re-evaluating employee compensation and/or perks
7.5%
10.00%
11.88%
14.37%
15.00%
21.88%
24.38%
25.62%
25.62%
28.75%
30.00%
32.50%
46.25%
92.50%
90.00%
88.13%
85.63%
85.00%
78.13%
75.63%
74.38%
74.38%
71.25%
70.00%
67.50%
53.75%
Yes
No