Report cover image

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

Pricing

Currency Rates
How Do Licenses Work?

How Do Licenses Work?

The primary function of a report license is to define how many people within a company are authorized to use the purchased report. This is separate to how a report might be delivered. Unless specifically identified otherwise, the purchase option is Single User. Below is a helpful description of that license, along with a sampling of others most commonly offered.

  • This license allows only one user to have access to and to use/read the report. It is not one user at a time or one user group; it is an individual who will be reading and utilizing the report.

  • This license allows for the entire purchasing company to read and use the report. This is the license level that would allow for a report to be placed on an internal company shared drive for access by all employees of that direct company. This license does not extend to parent or sister company use.

  • This license is designed to allow an entire department within a company full access to a report. The departmental license is a great option for companies that have more than one location and the department is spread out all over the country/world

  • This license is for companies that have one location where they want the report to be accessible by all employees within that physical location.

  • This is the most flexible of the licensing options. Some publishers will allow you to get a license for a preset number of people (typically 5). These licenses are ideal for small work groups.

License options are at the discretion of each publisher. As such, not all licenses indicated above are available for every product. If you are uncertain of the best license for your needs or would like a license that is not proactively available, please contact us and we will be happy to assist.

Request A Sample
Head shot

Questions or Comments?

Our team has the ability to search within reports to verify it suits your needs. We can also help maximize your budget by finding sections of reports you can purchase.
Chat Now
Contact Us