Multichannel work is now the standard. So is complexity.

Overview

More than half of contact center agents handle multiple channels, and 76% manage that concurrency most or all of the time. At the same time, agent attrition has climbed back to 49%, and forecast variance remains a persistent challenge.

This new research report explores how AI is helping contact centers reduce strain, improve workforce management, and deliver measurable gains in both customer experience (CX) and employee experience (EX).

Key findings

• AI is operational, not experimental.** Only 5% of contact centers report not using AI.
• ROI is real. 60% say AI ROI exceeded expectations, and 35% say it met expectations.
• CX and EX both improve. 85% report higher CSAT. 84% report improved agent satisfaction.
• Time savings are reinvested. 96% say AI reduces task time, with most reinvesting in quality, flexibility, and coaching rather than headcount reduction.
• Forecasting is evolving. 83% have adjusted staffing or forecasting assumptions due to AI insights.

AI is no longer a pilot project. It’s becoming the operational layer that helps contact centers scale without burning out their workforce.

If you’re responsible for workforce management, CX strategy, or contact center operations, this report provides data-driven insight into where AI is delivering measurable impact.