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Contact center leaders say they’re winning the war on turnover. The data says they’re not. That gap is worth understanding.

For years, organizations have invested in engagement programs, recognition initiatives, wellness efforts, and improvements to the employee experience. Many leaders believe those efforts are paying off. According to ICMI’s State of the Contact Center in 2026 research, 80% of respondents say their organization has gotten better at addressing the root causes of turnover, while 78% believe their agents feel valued and supported.

Yet the turnover numbers tell a different story. Forty-two percent of organizations report annual turnover exceeding 50%, while only 28% report turnover below 20%. The industry believes it is improving. The data suggests otherwise. Download now to continue reading!