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.”
LOGIX BPO Content Team
The Logix BPO Content Team is made up of writers who work directly inside the outsourcing world. We sit alongside operations managers, client success leaders, and workforce strategists running call centers, RPO programs, and back-office teams across the Philippines, UK, Australia and Us.
Our content comes from real collaboration with teams managing live client accounts in healthcare, fintech and tech consulting. We’re embedded in Logix BPO’s client delivery work, so we write what we see; the strategies and systems our teams actually use to build and scale outsourcing solutions.
