Contact Center Licensing for Agents & Beyond

Author: Robin Gareiss, CEO and Principal Analyst

Agent Workforce vis-a-vis All Employees

As part of our customer experience (CX) research, Metrigy tracks data on the number of agents as a percentage of the total employee base. Typically, about 10% to 12% of employees are strictly contact center agents with full licenses. That has stayed consistent for several years, though it may drop as artificial intelligence (AI) affects the number of new hires in the contact center.

The chart below shows the number of contact center agents and those who use customer engagement apps from the contact center, segmented by the industries for which we have sufficient data. (This is based on our Customer Experience MetriCast 2022 research study of 1,841 companies. We will be updating this data in our next MetriCast study, which will be completed in February 2024.)

Table of Contents

• Agent Workforce vis-a-vis All Employees
• CX App Use Outside the Contact Center
• Conclusion
• Working With Metrigy