This year, as employers and employees jointly navigate a work environment that is anything but “business as usual,” leaders in virtually every function and industry continue to encounter more questions than clear answers. And the contact centre is no exception. With a “return to the office” still up in the air, today’s CX leaders are clamoring for 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.

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