Overview
AI and human agents now work the same customer journeys, but most contact centers still measure them separately. We surveyed 400 CX leaders across the US and UK to find out how organizations are managing performance in a hybrid workforce, and where the biggest visibility gaps remain. The findings cover AI-to-human handoffs, coaching, and what leaders need from performance management next.
Key findings:
- 65% of leaders now say unified human-and-AI measurement will be their top priority for operational efficiency next year, up from just 21% today
- 93% say they have gaps in their readiness to manage a hybrid workforce
- 56% name AI-to-human handoffs as one of the biggest challenges in managing hybrid teams
