... years. Hewitt attributes the drop to growing tension between employers, who are struggling to stabilize their financial situation, and employees, who are showing fatigue brought on by long-term stress, uncertainty and confusion about the recession and the company's actions.

With so many employees ready to jump ship as soon as the labor market warms up, it is critical for contact center leaders to refocus their efforts on engaging and retaining valuable frontline staff.

This month, our experts offer strategies, tips and recommendations to build a culture that thrives on innovation, change and service — a good foundation for an engaged workforce. Take a look at the issue for ideas