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Global Agent Engagement Trends: A Customer Perspective

Publisher Frost & Sullivan
Published Oct 15, 2025
Length 27 Pages
SKU # MC20489550

Description

Business leaders have renewed their focus on CX, given the current global political and economic uncertainty. This focus extends to attention on security, business continuity, and operational efficiencies. More strategic, long-term objectives, such as market penetration, embracing AI, and enhancing employee experience, rank lower for the 2025-2026 period. However, these priorities remain top of mind for more than half of businesses.

As AI infusion fuels the usage of self-service channels for increasingly complex tasks, the calls reaching agents are even more complicated and emotional. Top customer frustrations include long wait times, a lack of personalization, and slow resolution times. These are driving factors for contact centers’ renewed focus on upskilling agents and hiring and retaining the right talent to empower agents to resolve issues more efficiently and effectively.

This study examines the investment priorities of contact center solution decision-makers for a diverse range of contact center and CX solutions, identifies interaction trends, and explores the benefits and challenges of AI implementation.

Contact center solution purchase decision-makers across major verticals, business sizes, and regions were invited to participate in an online survey.

Table of Contents

27 Pages
    • Respondent Profile
  • Key Findings
    • What are the Top Business-level Objectives?
    • How are Contact Centers Enhancing Employee Experience?
    • Are Contact Centers Investing in Solutions to Improve the Employee Experience?
    • Are Contact Center Solutions Improving Employee NPS Scores?
    • How will GenAI impact contact center performance?
    • Are Contact Centers Reducing the Agent Workforce?
    • How are KPIS Shifting from 2024 to 2025?
  • The Last Word
    • Growth Opportunities Fuel the Growth Pipeline Engine ne
    • Why Is It Increasingly Difficult to Grow?
    • The Strategic Imperative 8
    • Benefits and Impacts of Growth Opportunities
    • Next Steps

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