Browsing: Leadership and Management Strategies

In a transformed workplace—with employees in remote or hybrid situations—business leaders are navigating how to drive enterprise growth in a new environment. For CIOs, a crucial element of this is mastering employee and customer-facing workflows. This report, a collaboration between Adobe and Forbes Insights, is informed by survey findings based on 500 CIO and CXO respondents from NA and EMEA.

History usually unfolds in tiny, imperceptible increments. It is a rare event that changes civilization – suddenly, visibly, irreversibly – but that is what we have witnessed over the last few years. Now, nearly every facet of society has shifted, from personal relationships to giant government bodies to the inner workings of business – with previous behaviors and ideas becoming extinct, and new norms quickly replacing them.

According to the Harvard Business Review, a record-breaking 10.9 million jobs were left open at the end of July 2021. The great resignation is hard to miss right now, with retention a seriously hot topic. But how has this trend manifested in the contact center space? How big is the problem in the industry, and what can organizations do to reduce attrition?