The Future of Contact Centre Agents: Insights for Solution Providers

The Future of Contact Centre Agents: Insights for Solution Providers

This industry report reveals how Europe’s leading brands are reimagining the contact centre—and what they need from their partners to make it happen.

If you offer AI tools, workforce tech, training, or performance solutions, this is your roadmap to the challenges and priorities shaping 2025.

  • 85% of brands are planning agent-facing AI investments
  • 66% are focused on agent wellbeing
  • 36% have secured budget for career development initiatives
  • AHT, FCR, and VoE still dominate performance metrics
  • Soft skills, complex issue handling, and fraud awareness are key upskilling areas

Understand what brands are buying—and why.

In Partnership With:

CCW Digital EU

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