Is Employee Engagement in Need of an Overhaul? Related Articles Key Performance Indicators (KPIs) Are Damaging Employee Engagement How to Overhaul Your Employee Engagement (EX) Strategy Podcast - Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers Employee Engagement - 10 Experts Share Their Favourite Advice Filed under - Contact Centre Research, benchmarking, Employee Engagement, survey In our What Contact Centres Are Doing Right Now (2023 Edition) survey, we asked ‘How Would You Rate the Level of Employee Engagement in Your Organization?’ The results showed that 38.2% of contact centres need to make improvements to successfully engage their employees, as 31.4% of survey respondents said their employee engagement was ‘reasonable’, whilst a further 5.8% said ‘poor’ and 1% said ‘very poor’. In contrast, only 15.4% said their employee engagement was ‘excellent’. With strong competition for the best staff, these results highlight that many contact centres need to do a lot more to maintain a thriving culture and retain the best talent. This survey focused on the key elements of a contact centre, including advisor experience and engagement, artificial intelligence (AI), customer experience, quality assurance, workforce management, and more! Download our What Contact Centres Are Doing Right Now (2023 Edition) Survey Report to uncover the latest and most exciting contact centre insights. Author: Megan Jones Reviewed by: Jo Robinson Published On: 7th Dec 2023 Read more about - Contact Centre Research, benchmarking, Employee Engagement, survey Recommended Articles Key Performance Indicators (KPIs) Are Damaging Employee Engagement How to Overhaul Your Employee Engagement (EX) Strategy Podcast - Employee Engagement: Thinking Beyond Happy Employees Make Happy Customers Employee Engagement - 10 Experts Share Their Favourite Advice Related Reports Report: Global Contact Center KPI Benchmarking Report: The Top 5 Metrics Shaping Bank and Credit Union Performance White Paper: Five Secrets of Top Performing Contact Centres eBook: Measure What Matters - Employee Satisfaction Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter