In May and June 2021, Genesys partnered with The Valuegraphics Project on a global survey of 16,671 contact center employees in sales, customer care and tech support. This survey focused on their personal values — what they care about most in life. Our goal was to get the contact center employee’s perspective of the world, understand what motivates them and develop a set of tools that contact center managers can use to redesign the working environment and deliver lasting positive change.

We parsed the data into two sets — high-performing contact center employees and average performers — based on their responses to two questions. We use this framework to explore what contact center leaders can do to hire staff with the most potential; to develop and onboard them most effectively; and to improve how they engage, develop and manage their team’s performance — enabling them to reach their full potential along the entire employee lifecycle.