Empowering Contact Center Agents with AI

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Contact center agents comprise 11.5% of a company’s workforce, on average, today. Historically, this is a highly volatile workforce, characterized by high turnover that oftentimes leaves a contact center short-staffed and unable to handle customer interactions in a timely fashion. After a dip from 30.5% in 2021 to 21.8% in 2022, the agent turnover/attrition rate is on the rise… to 28.1% in 2023 and a projected 31.2% in 2024.

Table of Contents
  • Inside the Agent Workplace
  • 6 Ways AI Augments the Agent Workforce
  • Reducing Agent Workloads
  • Changing Composition of the Agent Workforce
  • Helping Agents with AI’s Assistance
  • Reaping Full Value from Agent Assist
  • AI Assists Supervisors, Too
  • Easing Agent Workloads with Bot Help
  • Recommendations