Voice of the Agent 2025 Reveal

The Voice of the Agent is back! Last year’s Voice of the Agent (VoA) report gave us a real glimpse into how much the contact center has changed. What was once seen as a temporary, high-turnover role is now something agents are proud of. In fact, 70% would recommend their job to a friend and 64% say they’re proud to work in the contact center.

At the same time, the research showed there’s still work to do. AI isn’t yet living up to its promise – 56% of agents said it doesn’t help them day-to-day. And career development remains a challenge, with 62% lacking a progression plan and 43% unaware of the pathways open to them.

This year, we’re digging deeper. As AI gets smarter and more human-like, how do agents really feel about it? And what does it mean for the future of customer engagement?

In this webinar, we’ll reveal the findings from Voice of the Agent 2025, created with Get Out of Wrap, sharing fresh insights from agents across the UK, Europe, and the US.

Join our upcoming webinar with Ed Creasey, VP of Sales Engineering at Calabrio, to discover:

How agents’ views on AI have evolved as it becomes more human-like and data-driven.
The state of agent engagement, motivation, and empowerment in 2025.
The launch of Calabrio Workforce Intelligence – AI at the core of forecasting, staffing, and workforce planning.
Practical steps to prepare your contact center for an AI-powered future.