Research Report

State of the Contact Center 2023: Activating the Agent of the Future

Annual report about emerging trends, challenges, and expectations in customer service

Contact centers are at the forefront of remote-based work and Artificial Intelligence—modernizations that are here to stay. But how does the agent of the future fit in, who are they, and how to activate them?

Cover of State of the Contact Center Report 2022In this report, you’ll discover answers from 400 contact center managers around the world to key questions such as:

  • Do 70% of respondents believe there will be more or less agents in 10 years? 
  • Where will AI make the most positive impact? And have the biggest implementation struggles?
  • What is the top skill agents of the future need to possess? 
  • What is the #1 agent self-service opportunity to drive engagement?

If you’re not keeping your agents engaged and activating the skills they need in an AI-fueled future, you’re already falling behind. Download the report to stay informed and ahead.