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The Great AI Paradox for Contact Centre Agents

CSM Magazine

NOVEMBER 14, 2023

Leading research and consulting firm Gartner predicts that Conversational AI will reduce contact centre labour costs by $80billion in 2026 and over the same period, one in 10 agent interactions (10%) will be automated, an increase from an estimated 1.6% of interactions today.

Self Service 52
Self Service Average Handle Time Contact Center Training 52
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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

APRIL 4, 2023

Gartner predicts that by 2026, 75% of customers who contact customer service and support organizations will do it because they’re lonely , not because they need customer service. Recall that according to Gartner, disengaged agents make interactions harder for the customer, which is likely to show up as longer handle times.

Contact Center 78
Contact Center Average Handle Time Study Feedback 78
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