The DMG Consulting 2025 report, “Making Your Contact Center a Great Place to Work,” sponsored by NiCE, explores one of the most urgent issues in customer experience today — agent attrition. Contact centers continue to face high turnover rates, often exceeding 50% annually, impacting service quality, performance, and employee morale. This new report examines how organizations can address these challenges through modern technology, smarter workforce strategies, and a people-first culture.
Drawing on in-depth industry research, DMG highlights the growing role of AI-powered Workforce Management (WFM) in creating more flexible, transparent, and supportive environments for agents. The report shows how leading companies are using automation and self-service tools to give agents more control over their schedules, training, and career development — resulting in greater engagement and lower burnout.
Beyond technology, the report explores how modern contact centers are transforming management practices to prioritize fairness, flexibility, and empowerment. From AI-driven forecasting and scheduling to gamification programs that foster camaraderie and recognition, organizations are reimagining how to attract and retain top talent.
The findings provide valuable insights for leaders seeking to elevate both the employee experience (EX) and customer experience (CX). By aligning operational goals with employee well-being, companies can build contact centers that perform better, retain skilled agents longer, and deliver consistently exceptional customer interactions.
Discover how AI, automation, and innovative management strategies are reshaping the future of the contact center — and what it takes to become a great place to work in 2025 and beyond.
