Customer experience (CX) requirements have changed. Consumers expect every company to deliver a consistent, best-in-class experience through various channels ranging from physical locations to digital channels and contact centers. Despite the popularity of digital channels, contact centers play a crucial role in managing the entire customer lifecycle.

The role of contact center agents has expanded as new market demands require agents to field calls that range from general sales to detailed technical support. Contact centers have long been known for their high staff turnover, with average agent attrition of 30 to 45 percent annually. Agents struggle to keep up as call volume and complexity increase. The repetitive and often monotonous work also negatively impacts employee engagement. Attrition also increased for many firms in the last two years as agents struggle to meet higher customer expectations.