Contact Center Agent and Management Surveys: Results Comparison

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In late 2016, SWPP sent out a WorkFlex sponsored survey that asked contact center managers to answer a series of questions about the value of schedule-change empowerment. We shared those results with you early this year. This summer, WorkFlex surveyed contact center agents about the same issue. (View the questions we asked here.) While the population of survey respondents was relatively small, the results are instructive and tell us that schedule-change empowerment is important to a substantial number of agents. The impact on recruitment and retention is worth noting for contact center management interested in improving either one or both. (Both the contact center agent and management surveys bring us to this conclusion.)

View the comparison of this summer’s agent survey results with those of the SWPP management survey!

-The WorkFlex Team

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