For years, contact center work carried a reputation it didn’t deserve. Long hours, strict scripts, and relentless targets painted the picture of a role defined by pressure, not purpose. It was often seen as something people fell into, not a place where they could build a career. But that narrative is changing. Fast.
The latest findings from Voice of the Agent 2025 reveal a very different story emerging inside contact centers – one where agents feel valued, empowered, and, importantly, proud of the work they do.
A Reputation Rewritten
As customer experience has become a major differentiator for brands, the role of the agent has shifted dramatically. Today’s agent isn’t just resolving issues. They’re shaping how customers feel about a brand, influencing loyalty, and often turning difficult moments into standout experiences. And sometimes the agent is the only human interaction they will have with a brand.
Consequently, agents themselves are feeling the difference. According to our Voice of the Agent research:
- 68% of agents are proud to work in the industry
- 75% would recommend their job to a friend
- 67% are satisfied or very satisfied with their role
These aren’t small numbers. They signal a real mindset shift – one where agents increasingly see meaning in their work and recognise the value they bring. The contact center is becoming a place where people can grow skills, confidence, and long-term careers.
What’s Driving the Evolution?
This rise in pride didn’t happen by chance. It’s the result of intentional change inside modern contact centers.
- Technology That Enables, Not Overwhelms
Automation and conversation intelligence tools are removing the repetitive tasks that once dominated the day. Instead, agents now get to focus on the human moments, the empathy, creativity, and problem-solving customers genuinely value.
- Leadership That Actually Listens
The agent voice has moved from the sidelines to the strategy table. Leaders are using agent insights to shape service design, improve customer journeys, and inspire CX innovation. The message is clear: agents aren’t just part of the operation – they’re shaping the future of it.
Pride Is Rising, But There’s Still Work to Do
Even with this positive shift, nearly one in three agents still aren’t sure whether they see a long-term future in the contact center. So how do we bridge the gap between rising pride and real opportunity?
By giving agents more than a job. Giving them a path. Here’s what that looks like:
- Career Visibility
Show agents what’s possible – leadership roles, WFM, QA, analytics, training, operations, CX design. When people can see the route ahead, they can picture themselves staying.
- Meaningful Recognition
Metrics matter, but so do the moments behind them. Celebrate the human impact, not just the handle time.
- Future-Proof Skills Invest in agent training that positions contact center work as a skilled, evolving profession, not something static or entry-level.
A Cultural Shift That’s Here to Stay
The contact center isn’t just the “voice of the customer” anymore. it’s the voice of the brand. And the people delivering those moments are stepping into roles with more influence, more visibility, and more respect than ever before.
This is the Agent Evolution, a shift from pressure to purpose, from feeling overlooked to feeling essential. The contact center is no longer viewed as “just a job,” but as a career people are genuinely proud to talk about. Agents aren’t simply part of the contact center anymore; they’re helping to shape its future. And, perhaps for the first time, they’re proud to be doing it.
Ready to go deeper into the Voice of the Agent data? Download the full Voice of the Agent 2025 report to uncover the complete findings and start building an industry every agent can be proud to work in!
