The #1 European Event Series for Progressive Contact Centre, CX, and Digital Service Leaders
06 - 08 October, 2025
| Hôtel Mövenpick & The Passenger Terminal - Amsterdam, The Netherlands
The Future of Contact Centre Agents
The contact centre is fast becoming the nerve centre of customer experience—a place where loyalty is earned, insights are gathered, and value is created. To unlock its full potential, businesses must invest in their frontline agents—their knowledge, performance, and career growth.
When agents thrive, so does the brand—across every interaction. So how are leaders stepping up? This report explores the strategies, tools, and cultures reshaping the agent experience.
Key insights:
- 46% of brands say improving agent experience is a top priority
- 70% still rely on Average Handle Time as a key performance metric
- 36% are investing in agent career pathways, with 49% building the case
- 28% have secured buy-in for agent-facing AI over the next 12 months
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