Talkdesk Inc., the global customer experience leader for customer-obsessed companies, today released its newest research report, “The future of workforce engagement in the contact center,” finding 90% of customer experience (CX) professionals consider contact center agent engagement a catalyst for building customer loyalty. The report explores the future of a hybrid work environment and the opportunities for improving employee engagement in the contact center.
“Every organization is facing difficult decisions around how and where their employees will work going forward. For contact center staff, there is the added pressure and unique considerations given the agent’s roles in serving as a company’s frontline workers,” said David Gardner, vice president of research and insights, Talkdesk. “Our research highlights the pros and cons for a variety of workplace models, but one thing is consistent – engaged and satisfied CX employees are the key to customer loyalty, and can drive bottom-line results for the organization.”