State of the Contact Center 2025
Calabrio surveyed 400+ global contact center leaders, and the message is clear: AI is no longer the future – it’s here. With 98% of contact centers already using it, what’s its real impact?
In the 2025 State of the Contact Center Report, we reveal how to bridge the gap between AI, your agents, and the future of customer experience.
Discover the key trends shaping the future of contact centers
AI has already transformed the contact center—but there’s more beneath the surface. The State of the Contact Center 2025 report uncovers the real story. As AI adoption accelerates, contact centers face growing complexities: rising customer expectations, tougher interactions, and evolving agent roles. AI is driving automation and efficiency, but 61% of contact centers still report more emotionally charged customer interactions.
Training is happening—but critical areas like emotional intelligence and social skills are not being prioritized. This leaves frontline teams underprepared for today’s customer demands.
Beyond AI growing pains, a deeper disconnect is widening: while leaders know engagement, development, and career growth are key to retention, many organizations are falling short—leading to higher attrition and lower satisfaction. This year’s report explores how AI, agent experience, and workforce strategies must align.
The takeaway? AI is essential, but success depends on pairing technology with real investment in people to deliver lasting impact.
State of the Contact Center: A look back at key industry shifts
Stay ahead of the curve by exploring past reports, uncovering trends, challenges, and innovations that have shaped the contact center industry.
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In the 2025 State of the Contact Center Report, we explore how to bridge the gap between AI, your agents, and the future of customer experience. Inside, you’ll uncover:
- The real impact of AI—beyond the hype
- How the agent role is evolving in today’s contact center
- Which KPIs truly matter (and which don’t)
- What’s next for the future of customer engagement