Managing the Modern Contact Center Workforce Trends

This whitepaper presents findings from the 2025 Workforce Management Trends for Contact Center Leadership survey, which gathered responses from 400 leaders across North America and EMEA. The survey highlights the increasing prevalence of multichannel work environments in contact centers, where agents are often required to manage multiple customer interaction channels simultaneously. Despite some progress in reducing attrition rates, challenges remain, particularly in EMEA, where burnout is identified as a significant issue. The paper discusses the complexities introduced by multichannel operations, including the impact on agent workload and the necessity for effective workforce management strategies. It details how organizations are addressing high attrition rates through flexible scheduling and enhanced employee incentives. The document also outlines the ongoing difficulties in accurately forecasting and measuring performance metrics in a multichannel context, emphasizing the need for organizations to adapt their approaches to workforce management in response to evolving customer service demands.