Calabrio’s “Voice of the Agent” Report Finds the Modern Contact Center Balancing Empathy and AI in a Time of Transition
Agents report stronger communication, more development opportunities and a renewed sense of purpose as technology reshapes their work Calabrio, the workforce and conversation intelligence company, released findings from its latest The Voice of the Agent Report, revealing an industry in the midst of profound change with a rising human-AI tension defining the modern contact center. […]