Often considered an organization’s most valuable asset, employees are increasingly growing disengaged in the workplace, presenting businesses with a number of concerns relating to employee turnover, productivity, and customer satisfaction. In fact, a recent Gallup poll has found 70% of Americans are not engaged in their jobs, costing an estimated $350 billion in lost productivity each year—and the trend shows no signs of slowing down. As it relates to contact centers specifically, agent turnover rates currently average 35% across all call centers, 50% in larger ones, and 60% in those performing outbound campaigns, costing anywhere from 60-200% of an employee’s salary. And as employee satisfaction continues to play a pivotal role in both profitability and the overall customer experience, the need for call centers to create a more engaging work environment quickly becomes clear.