Global Agent Engagement Trends: A Customer Perspective

With AI-Driven Automation, Agents Are Critical for Successful CX

Business leaders have renewed their focus on CX, given the current global political and economic uncertainty. This focus extends to attention on security, business continuity, and operational efficiencies. More strategic, long-term objectives, such as market penetration, embracing AI, and enhancing employee experience, rank lower for the 2025-2026 period. However, these priorities remain top of mind for more than half of businesses.

As AI infusion fuels the usage of self-service channels for increasingly complex tasks, the calls reaching agents are even more complicated and emotional. Top customer frustrations include long wait times, a lack of personalization, and slow resolution times. These are driving factors for contact centers' renewed focus on upskilling agents and hiring and retaining the right talent to empower agents to resolve issues more efficiently and effectively.

This study examines the investment priorities of contact center solution decision-makers for a diverse range of contact center and CX solutions, identifies interaction trends, and explores the benefits and challenges of AI implementation.

Contact center solution purchase decision-makers across major verticals, business sizes, and regions were invited to participate in an online survey.

Respondents were located in the following regions: -North America -Latin America -Europe -Asia Pacific -Middle East

Field Work: May to June 2025; 901 respondents

Verticals surveyed: -IT/Communications -Banking/Finance/Insurance (BFSI) -Healthcare -Retail -Manufacturing -Travel and Hospitality -CC Outsourcers -Public administration

Study Period: 2025 to 2027