The State of Agent Experience 2026

Learn how to supercharge the agent-AI relationship within your contact center to unlock better business outcomes.

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How agents really feel about the continued growth of artificial intelligence (AI) in their roles.
The most common tasks taking up invaluable agent capacity (and how they can be automated with AI).
The AI-powered tools that improve the agent experience and help reduce attrition.

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Four trends defining the future of agent experience

- The hidden tax on every interaction
  45% of calls into the contact center require agents to search for answers to customer questions.
- The cost of inertia
  3 mins per call automating after call work alone could save minutes from every customer interaction.
- Equipping the next-generation agent
  61% of agents expect their roles to become more complex or technical because of AI in the next 3 years.
- Fix EX – or pay through churn
  9 out of 10 agents say schedule flexibility is important when choosing a job, confirming its critical role in agent retention.