In the past 30 years, few professions have changed as dramatically as the contact center agent.
Previously centered around handling simple, repetitive inquiries by phone, the role has evolved into managing complex, high-stakes interactions via a range of digital channels.
More recently, advancements in AI and analytics have introduced new tools designed to make things easier for agents, but they also come with their own complexities.
So where does this leave agents in 2025?
Following the release of the company’s Voice of the Agent study, VP of Solution Engineering, Ed Creasey, spoke to CX Today about the need for contact centers to streamline and simplify the agent experience.
Simplifying the Agent Experience
One of the key findings from Calabrio’s report was the feeling that contact center work is becoming more complex.
Indeed, the study revealed that 31 percent of agents have experienced increased difficulty in their roles over the past year.
For Creasey, this occurrence was inevitable.
Since the introduction of AI and automation in the contact center space, the argument has been that the technology will not be used to replace agents. Instead, it will be deployed to handle basic requests, allowing agents to concentrate on more intricate tasks.
While this is largely a positive for agents, the byproduct is that agents are having to handle more and more difficult cases, without the straight forward enquiries that allow a chance to recharge.
Creasey explains how when he worked as an agent, he “used to love a change of address because it was like a little break.
“All this AI, all this progression, surely life should be getting easier for the contact center?”
“But more complicated problems are coming into environments that are already really complicated.”
Creasey advocates for conversation intelligence tools to be used to better understand why customers are reaching out and the upstream factors driving demand for agents downstream.
He admits that while this isn’t a new concept, it remains one of the most valuable use cases.
By using conversation intelligence to analyze contact drivers and their root causes, departments like marketing and product teams can identify how their decisions impact the contact center.
This insight allows them to recognize when they create unnecessary challenges for agents and take steps to improve the overall experience.
Is Scheduling a Secret Weapon?
Another way in which Creasey believes contact centers can enhance the agent experience is through a more traditional tool.
With GenAI and agentic AI dominating the majority of the CX tech headlines in recent times, it can sometimes be very easy to forget some of the less flashy, intricate contact center tools.
Case in point: workforce scheduling solutions.
This point was expounded on by Creasey, who emphasises that scheduling tools aren’t considered particularly exciting or innovative.
But, unfortunately, many people within the tech sector conflate complex with important, when it can often be the other way round. Which do you use more, your can opener or the ice cream machine collecting dust in the back of your cupboard?
Creasey explains how a best-in-class scheduling system is integral to maximizing the potential of contact center agents.
By having an accurate and simplified view of your agents’ schedule and working patterns, contact centers are better placed to deal with the ebbs and flows of contact volume across the year.
Moreover, it also provides agents with the opportunity to work in a way that suits their lifestyle, whether that’s working a certain pattern, having a specific amount of time off a year, or even being able to self-schedule in some scenarios.
Creasey explains how giving agents control over their schedules can benefit the entire organization when implemented correctly.
“There are technology solutions where you can keep control and allow agents to move their schedules within certain rules. For example, if we’re over-staffed or only slightly understaffed.”
Yet, despite the benefits of effective scheduling and the advancements in the tech, Calabrio’s report found that nearly 46 percent of agents feel they have little or no control over their schedules, which can lead to stress and dissatisfaction.
The issue is also impacting managers, with many finding it difficult to balance demand forecasting with employee well-being.
While the VP of Solution Engineering was pleased to see that some improvements were being made in the scheduling space – with 72 percent of agents reporting that their PTO requests are approved, and 77 percent confirming that they receive breaks between interactions – it is clear that challenges remain.
In order to combat these issues and provide agents with a healthier work-life balance, companies should offer more flexible scheduling options, hybrid work models, and social engagement initiatives.
Additionally, managers should leverage data-driven insights to anticipate demand fluctuations and adjust staffing accordingly.
From Creasey’s comments and the report’s findings, it is clear that the key to improving the overall agent experience is balance; balancing technology with human needs, automation with complexity, and flexibility with business requirements.
Although contact centers have undoubtedly made progress in improving work conditions, further refinements in scheduling and a more considered approach to AI will enhance both agent satisfaction and operational efficiency.
To find out more about Calabrio’s Voice of the Agent study, check out the article on CX Today or download the full report here.
