Home > White Papers > Featured White Papers

Health of the Contact Center - Agent Wellbeing and the Great Resignation

Over the past two years, the contact center has gone through rapid, transformative change— accelerating the shift to flexible work and cloud-powered operations, and bringing in new technologies to help agents interact with customers.

But how is all that change affecting agents? Are all the changes contributing to the "Great Resignation" so many employers are experiencing right now?

To find out, Calabrio asked agents about changes in their attitudes towards their work and employers. Our report, Health of the Contact Center: Agent Wellbeing and the Great Resignation, reveals clear trends that emerged from our research.

Read it to learn: 

• Why agent stress levels keep rising
• Which technologies truly help agents and where tech still falls short
• What drives long-term satisfaction — and what drives contact center agents to leave
• Why remote and hybrid workers still think they need more flexibility

Download the report now to learn the results of our research and find out how you can use that data to increase retention in your contact center.