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UCaaS + CCaaS MetriRank 2026
September 30, 2026
Empowering Contact Center Agents with AI
Artificial Intelligence
Customer Experience
E-Book
Research Advisory Service (RAS)
AI Agent Assist / Copilots
CX Training
Summary
Author:
Not available for licensing.
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
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