This capstone project examines employee engagement in a call center work environment. An extensive literature review was conducted to help understand what is a call center, what stressors are present for staff, and what can be done to improve employee engagement. The purpose of the project is to provide call center managers with suggestions on ways to improve employee engagement, boost customer service, and retain more staff. The results of the project show that there are several employee stressors that are unique to the call center customer service environment. These include: the call length (customer interaction) handle time, reduced autonomy and empowerment, and the visual queue lights. The project makes the assertion that removing these barriers will help improve call center employee engagement. Additional information is discussed which show/argue that improved employee engagement will positively impact several areas of the organization, including HR, Finance, and Marketing.