Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.
Many contact center agents come, and then they go. It’s the nature of the role, especially for staff positions —job satisfaction is elusive and the work experience not to agents’ liking. For their supervisors, what all this turnover means is having to deal with an unending cycle of hiring, onboarding, and offboarding.
Workforce engagement management (WEM) can help ease the burden, elevating the agent experience such that job satisfaction improves and turnover rates shrink. Metrigy’s recently published Workplace Engagement Management: 2025-26 research study with 316 companies shows this to be the case.
In the study, three quarters of respondents agreed that the agent experience at their companies got better with the use of WEM solutions. Additionally, those measuring WEM’s impact on their agent metrics attribute improvements in both employee satisfaction and turnover to its use. Following WEM adoption, employee satisfaction rose 18.4% on average, and turnover dropped by 4.7 percentage points, from 19.2% to 14.5%, our data shows.
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