Changing the Supervisor Role for an Age of AI

Author: Beth Schultz, VP of Research and Principal Analyst

Not available for licensing.

Within contact centers today, 77.2% of agents handle complex issues all or most of the time, as Metrigy found in its Customer Experience Optimization: 2024-25 research study with 544 organizations globally. When agents constantly need to “be on,” grappling with complicated customer inquiries all day long, problems arise. More than a third of companies report an increase in attrition/turnover, as well as burnout, while dropping CSAT scores and revenue are issues for around 15%.

Table of Contents

• Flex Work Advisable for Addressing Complexity Overload
• Agent Onboarding Reimagined
• Taking Advantage of AI-Based Coaching
• Automated QM = Time Savings
• Agent, Supervisor Positions on the Rise
• Staying Relevant in an Age of AI