AI Rapidly Reshaping the Contact Center Workplace

Author: Robin Gareiss, CEO and Principal Analyst

The contact center has long been the frontline of customer experience, a critical component for brand loyalty, customer satisfaction, and revenue generation, among other business benefits. As customer expectations increase, companies are turning to artificial intelligence (AI) to modernize operations, improve agent and supervisor performance, and deliver higher-value interactions.

According to Metrigy’s AI for Business Success 2025–26 global study of 1,104 companies, AI is reshaping several areas that affect both supervisor efficiency and agent satisfaction—ultimately influencing customer service. This report covers the following areas of AI impact:

• Accelerating agent onboarding with AI
• Managing complexity for agents
• Leveraging AI to make supervisors more productive

In examining these issues, we will describe what the Metrigy Research Success Group is doing, compared to the Non-Success Group. The Research Success Group has the highest measurable improvements in its business metrics (revenue, costs, customer satisfaction, employee efficiency, ROI, and after-call work time) through the use of AI.

Table of Contents

• AI Drives Contact Center Management Efficiencies
• Accelerating Agent Onboarding with AI
• Managing Complexity of Agents’ Workload
  • Solutions to Agent Complexity
• Leveraging AI to Make Supervisors More Effective
  • Value of Supervisor Time Savings
• Conclusion and Recommendations
• Working With Metrigy