Calabrio has released findings from its latest Voice of the Agent report, highlighting how contact centre roles are evolving as AI becomes more embedded in day-to-day work.
Based on responses from more than 500 contact centre professionals across Europe and North America, the study shows a workforce that increasingly views its role as skilled and meaningful, but one that is also navigating uncertainty around automation and support.
Once defined by scripts and speed, the contact centre role is now more focused on judgement, empathy and problem-solving in a digital environment.
While many agents report renewed pride in their work, the report identifies a growing “AI Confidence Gap.”
Although 44% say AI tools make their jobs easier, more than half remain unclear or concerned about how AI will affect their roles. Only a third know which systems they use involve AI, and 40% report receiving no AI-related training.
“Agents are finding their rhythm again,” said Dave Rhodes, CEO, Calabrio. “They’re proud of the work they do, and that tells us investments in leadership and development are paying off.
But this evolution brings new pressures too. Sustaining progress now means rethinking what ‘support’ looks like-pairing human empathy with smarter tools, clearer training and a genuine emphasis on wellbeing, so technology empowers people rather than exhausts them.”
The findings suggest that trust, transparency and education are becoming as important as technology deployment. According to Rhodes, “The next phase of transformation isn’t about deploying AI, it’s about demystifying it for both agents and consumers.”
The report also points to broader changes across the profession. More agents now see contact centre work as a long-term career, with 47% reporting a defined progression plan.
Manager check-ins and coaching are becoming more common, while wellbeing and work-life balance continue to gain attention despite slower growth in pay increases.
“Agent experience and customer experience are inseparable,” Rhodes added. “The next big leap isn’t about more technology. It’s about confidence.
When organizations invest in transparency, training and trust, agents can use AI to do what they do best: connect with customers. That’s the future we are helping build.”
For more information about Calabrio - visit the Calabrio Website
About Calabrio
The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering contact centres as a brand guardian. Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite. Find out more about Calabrio
Author: Hannah Swankie
Reviewed by: Jo Robinson
Published On: 28th Jan 2026
Read more about - Latest News, Calabrio
