Genesys Industry Report

Human Values: The operating system for a high-performing contact centre

Organisations spend substantial amounts of time and attention exploring customers’ needs and preferences. But how much time and attention goes into understanding the needs and preferences of employees who are delivering customer experiences and therefore directly affect the quality of service?

Customer teams are the face of a brand, whether in customer service, sales or technical support. Understanding the human values of contact centre employees allows managers to empower each individual to deliver great outcomes.

The research in this report explores how personal values — what people care about most and best predicts their future behaviour — can guide decision-making along the employee lifecycle for contact centre staff.

Download this report to gain insights on what high performers value, value clusters, archetypes and much more.