NEW YORK, UNITED STATES – Verint has surveyed 1,000 contact center agents from companies with at least 300 agents, and it has found that 31% of agents are likely to quit their current job within six months because the agent experience (AX) isn’t meeting their expectations.
According to its latest State of Agent Experience report, they’re frustrated by the volumes of manual, repetitive tasks and poor work-life balance despite the introduction of AI.
Humans With AI Improve Agent Experience
The report points out how agents spend much of their time on tasks that could be automated. In 45% of calls, for example, they spend an average of 2.7 minutes per call searching for information. If this part of the process is automated, they could have spent that time on complex, judgment-based tasks.
This point affects agent experience, and this could be addressed by “applying AI directly to agent workflows.”
“Targeted AI can deliver meaningful impact by automating routine tasks, speeding access to knowledge, and supporting agents with real-time guidance,” the report explains.
Anna Convery, Verint’s CMO, supports this by saying, “The future of contact center isn’t humans or AI. It’s humans with AI—working together to deliver efficiency and empathy at scale.”
She adds, “The job becomes less about execution and more about decision-making and working effectively alongside AI, which raises the skill ceiling rather than the workload.”
