Future of Workforce Engagement in Contact Centres

The future of workforce engagement in the contact centre – Download the Talkdesk Report NOW!

This year, as employers and employees navigate a work environment that is anything but “business as usual,” leaders in every area are discovering more questions than clear answers. And the contact centre is no exception. With a formal “return to the office” still up in the air, today’s CX leaders are struggling to create stability in an increasingly complex and dynamic global environment. One thing that has become abundantly clear, however, is that employees have little interest in returning to traditional ways of working, even when a return to the office is safe.

The challenge for CX leaders in the coming months and years will be determining which workforce model, tools and engagement strategies will yield the highest levels of employee engagement and retention, which will in turn drive positive customer outcomes and loyalty.

While many uncertainties remain in determining the future of workforce engagement, it is safe to expect that those organizations prioritising employee experience have much to gain, both in bottom-line results and an enhanced CX.

What you’ll learn:

 –   Which workforce model will dominate in the post-pandemic world.

 –   What the future holds for contact centre engagement and Workforce Engagement Management (WEM) tools.

 –   What role collaboration will play in the contact centre between now and 2025.



Talkdesk® is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX CloudTM is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience.

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