01ONGOING RESEARCH
New-Hire Survival
Which factors predict successful transition through the first 12 months?
Read Study 01 →RESOLVECX RESEARCH SERIES
Contact center workforce readiness, tested from every side.
Ten connected studies examine how people enter, experience, understand, adapt to, grow through, and sustain frontline contact center work—and how leadership, AI, economics, selection, and work design shape those outcomes.
WHY THIS RESEARCH EXISTS
Preparation matters. So do the systems people enter.
ResolveCX is investigating whether better frontline readiness can improve employment, performance, customer, and economic outcomes without blaming workers for problems created by job design, leadership, staffing, technology, or organizational systems.
The portfolio is deliberately structured so one study can challenge another. New-hire readiness cannot be interpreted without supervisor quality. KPI literacy cannot repair harmful metric architecture. AI adoption cannot be judged on productivity alone. Better selection cannot compensate indefinitely for unsustainable work design. Career pathways are not credible without real employer opportunity.
Research status: Ongoing
Existing evidence informs the questions and hypotheses. ResolveCX-specific intervention effects, ROI, and industry-wide conclusions remain unproven until directly evaluated with appropriate methods.
THE 10-STUDY PORTFOLIO
Explore the research.
02ONGOING RESEARCH
Job Reality Gap
Do expectation–reality gaps predict adjustment, trust, performance and retention?
Read Study 02 →03ONGOING RESEARCH
KPI & Business Literacy
Does operational/business understanding improve judgment, adjustment, performance or retention?
Read Study 03 →04ONGOING RESEARCH
Supervisor Effect
How much incremental variance is associated with the immediate supervisor?
Read Study 04 →05ONGOING RESEARCH
Change Readiness
Which conditions predict successful adaptation versus fatigue, disruption or exit?
Read Study 05 →06ONGOING RESEARCH
Career Pathway
Can contact-center work become a credible pathway to mobility and economic progress?
Read Study 06 →07ONGOING RESEARCH
AI + Human Readiness
When does AI make the human–AI system more capable, trustworthy and sustainable?
Read Study 07 →08ONGOING RESEARCH
Economics of Readiness
Do readiness investments create incremental, durable and capturable economic value?
Read Study 08 →09ONGOING RESEARCH
Selection & Readiness
Can pre-employment readiness be identified fairly and better than conventional screening?
Read Study 09 →10ONGOING RESEARCH
Work Design & Sustainability
When do structural work conditions overwhelm individual readiness?
Read Study 10 →PARTICIPATE
Help improve the evidence.
Frontline professionals, supervisors, contact center leaders, L&D, WFM, HR, workforce-development organizations, community colleges, researchers, and employers can contribute perspectives, data, critique, or contrary evidence.
Contribute or collaborate