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Market Study: The Future of Contact Center Employees

Highlights from the new report include:

  • As confidence in AI’s transformative potential grows, so too does concern over its impact on human contact center work. Nearly 71% of contact center leaders acknowledge that fear of AI-driven job loss exists within their organizations.
  • At present, a whopping 83% feel agents exert too much time and effort on simple customer interactions. Nearly 73% of contact centers require agents to waste too much energy looking up knowledge, while a similar amount lament the inefficiency of customer authentication. Completing non-interaction work (71%) and using crucial contact center systems (61%) also represent undue effort sources in the clear majority of organizations

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