With the ability to hire the best and the best-fit agents, If we learned anything from the events that disrupted work the challenge becomes how to keep them happy and at the start of this decade, it’s that a patchwork, band-aid productive. A recent survey shows that 40% blame approach to communications and collaboration doesn’t burnout as the reason why they quit jobs within a year work for long. So today, and into the future, employee of starting. Without modern cloud communications and experience needs to be fully optimized, backed by resilient engagement tools, agents will become frustrated. They’ll and secure communications and intuitive, fully integrated, feel isolated. And even though they don’t want to return to easy-to-use applications. in-office work, they’ll miss the connection with their peers, the ongoing feedback, and live coaching. Organizations From there, it’s up to managers to leverage advanced will need to invest in the tools that engage employees quality and analytics tools to monitor performance and and promote a culture of connectedness, teamwork, and provide positive, fact-based, and highly personalized performance recognition. training and engagement that makes agents feel empowered and, most of all, valued and connected. of employees blame burnout Equal or greater investment in employees will become as the reason they quit their the hallmark of leading CX-focused companies. jobs within a year of starting. 40% Contact Center Predictions for 2023 and Beyond 5