Talkdesk Research finds that dedicated CX staff increase bottom line results



SAN FRANCISCO – (BUSINESS WIRE) –Talkdesk Inc., the world’s leading provider of customer experiences for customer-obsessed businesses, today released its latest research report. “The future of employee engagement in the contact center” 90% of Customer Experience (CX) professionals view contact center agent engagement as a catalyst for building customer loyalty. The report examines the future of a hybrid work environment and ways to improve employee engagement in the contact center.

“Every organization faces difficult decisions about how and where their employees will work in the future. For contact center employees, there is the added pressure and consideration of the agent’s role as a frontline agent, ”said David Gardner, vice president of research and intelligence at Talkdesk. “Our research highlights the pros and cons for a variety of workplace models, but one thing is consistent: Engaging and happy CX employees are the key to customer loyalty and can increase the company’s bottom line.”

The future of the contact center working model is hybrid

After the rapid shift to remote working models that companies around the world will require in 2020, companies are now evaluating what their “return to normal” will look like. According to the Talkdesk report, hybrid work arrangements are likely to be the new standard for post-pandemic work, as 61% of organizations plan to use this model for contact centers once it is safe to return to the office. In fact, only 4% expect they will employ a completely remote workforce. Additionally, most expect flexible shifts to become the preferred approach for contact centers, further suggesting that corporate leaders take employee demand for flexibility and work-life balance seriously.

While companies expect many benefits from hybrid working, the model has its own set of challenges. The main challenges expected in hybrid workplaces include:

  • Technological concerns (40%)

  • Stress in communication and collaboration (32%)

  • Difficulties managing or training and onboarding new employees (30%)

The new measure of employee engagement and satisfaction

Today, more than half (53%) of contact centers use employee productivity metrics (including calls answered per shift and call resolution rate) as the main indicators of employee engagement and satisfaction. While productivity is key to growth, the prevalent use of productivity metrics suggests that executives may underestimate the role of people-centric metrics in driving key business KPIs. In fact, today only 42% of organizations use Employee Satisfaction Scores (ESAT) to measure engagement in the contact center. Going forward, companies should look beyond contact center performance metrics, as these can negatively impact employee engagement and retention over time.

Maintaining a dedicated workforce has never been as important – or as challenging – as it is today. Although CX experts are optimistic about current engagement rates in the contact center, more than half (54%) expect a turnover rate of 20% or more by 2025. That means 78% of CX experts say they are into employee engagement investing management tools (WEM) is a priority for their organization.

While there are still a lot of unknowns about how employee engagement in the contact center will look by 2025, it can be assumed that companies that prioritize the employee experience have a lot to gain, both in terms of bottom line results and an improved one Customer experience. Explore further by joining Talkdesk on September 28 from 11:15 AM – 12:15 PM ET during Enterprise Connect 2021 for a live video discussion of the evolving role of contact center staff.


Talkdesk’s online quantitative survey was conducted in July 2021 among qualified customer experience professionals and audiences in 10 different global markets including: United States and Canada (North America); Australia and Singapore (Asia Pacific); France, Germany, Italy, Spain and the United Kingdom (Europe); and Brazil (Latin America). It comprised 650 global interviews with CX experts employed by companies with more than 200 full-time employees, covering all major industries such as healthcare, financial services and insurance, retail and e-commerce.

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Talkdesk® is a leading global provider of customer experiences for customer-obsessed businesses. Our contact center solution gives companies and customers a better way to get in touch. Our pace of innovation and global presence reflect our commitment to ensuring that companies everywhere can deliver better customer experiences through every channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud ™ is an end-to-end customer experience solution that combines enterprise size with ease of use. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago and Fujitsu, partner with Talkdesk to deliver a better customer experience. Learn more and request a demo at

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