2017 contact center workforce Employee engagement Gamification 
Verint
AUGUST 17, 2017
The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.
Verint
AUGUST 23, 2017
Rapidly changing technology, shifting work-life priorities, and a surprisingly high “disengagement rate” have all collaborated to drive the need for changes—big ones—in the contact center. According to a Gallup poll from January 2017 1 , a whopping 65.6% of employees are disengaged. Report, 2017.
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