The Future of Contact Centre Agents

The contact centre is the new nerve centre of customer experience – a place where brand loyalty is earned, critical insights are gathered, and tremendous value is created. Indeed, the contact centre is emerging as a place of competitive differentiation; a vital strategic asset.

To fully leverage the opportunity at play here, brands need to commit to their frontline agents: They need to invest in their institutional knowledge, their working processes, their performance, and their career pathways. Because when frontline agents are motivated, and empowered to thrive, so, too, does the brand they represent – in every conversation, every moment, every customer interaction.

So, how are business leaders metaphorically answering this call to action? What tools and methods are they employing to reimagine and elevate the agent experience? How are they fostering a supportive environment where customer care talent can deliver peak performance?

This report takes a deep dive into the lay of the land.

Key findings include:

• Nearly one in two brands (46%) say that improving the contact centre agent experience is a high strategic priority right now.
• Average handle time (AHT) remains the dominant metric for evaluating agent performance, with a striking 70% of brands relying on it.
• 36% of brands are actively investing in creating career pathways for their agents, with another 49% building a business case to do so.
• 28% of brands have already secured buy-in to invest in new agent-facing AI technology over the next 12 months.

To get more insights and a deeper understanding of the trendlines around agent investment, download the report in full.