Calabrio’s “Voice of the Agent” Report Finds the Modern Contact Center Balancing Empathy and AI in a Time of Transition

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.

Once seen as a high-pressure job focused on scripts and speed, the contact center role has evolved into a skilled professional that must balance human empathy with an increasing digital world.

The Voice of the Agent is Calabrio’s annual study exploring how contact center professionals feel about their work, wellbeing and the tools shaping their future. This year’s survey spans more than 500 professionals across Europe and, for the first time, North America. It captures a workforce that is emotionally intelligent and resilient, but also hungry for more support as artificial intelligence (AI) transforms the day-to-day experience.

Marketing Technology News: MarTech Interview with Michael McNeal, VP of Product at SALESmanago

“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.”

Even as optimism grows, agents are still divided on the role of AI. The report found an emerging “AI Confidence Gap.” While 44% of agents say AI tools make their work easier, 55% remain unclear or concerned about how automation might change their jobs. Only one in three agents knows which of their systems use AI, and 40% have not received any related training. The takeaway is clear; success with AI depends as much on education, transparency and trust as it does on technology. When agents understand how these tools help rather than replace them, AI becomes an enabler of the human connection that defines great customer service.

Rhodes points out, “The next phase of transformation isn’t about deploying AI, it’s about demystifying it for both agents and consumers.”

Highlights from the Voice of the Agent 2025 Report

• Agents Are Redefining the Profession: More agents see their jobs as meaningful. 75% would recommend this work to a friend, and 68% feel proud of their role. Nearly half (47%) now consider contact center work a long-term career path—a shift from its old “stepping-stone” stereotype.
• Manager Connection Builds Trust: Monthly check-ins with managers have become the norm for 67% of agents, up from 49% last year. As one-on-one conversations grow more frequent, trust and alignment between agents and leaders are strengthening.
• Training and Development Fuel Motivation: Regular coaching and training sessions reach 70% of agents, and 69% say it makes a real difference. Continuous learning fuels motivation and empowers agents to grow alongside customers’ evolving needs.
• Work-Life Balance Takes Center Stage: Management is putting work-life balance front and center: 75% of agents feel supported here (up from 67%). 79% can take breaks after tough calls, and 77% say their time-off requests are approved. It’s proof that flexibility and wellbeing are leadership priorities, more than an HR metric.
• Pay Slows, but Support and Culture Carry weight: Just over half of agents (52%) received a pay increase this year, a steady drop from 79% in 2024. Despite that, support from management (59%) and a positive team culture (54%) remain the biggest drivers of happiness, showing that recognition and trust can matter as much as compensation.
• Career Visibility on the Rise: Nearly half (47%) of agents now have a defined career progression plan (up 38%), and 55% say they understand their growth opportunities. Greater transparency is helping agents see a future in the industry and stay.
• Connection and Culture Rebounding: Team connection is slowly improving. Only 32% say their team never has social activities (down from 38%). Hybrid teams are finding ways to rebuild a strong sense of belonging.

The People Behind the Performance

The year’s report paints a picture of a profession that’s maturing—one where empathy and expertise sit side by side with automation. As routine tasks fade, agents are stepping up for the conversations that matter most: the complex, emotional, human ones.

“Agent experience and customer experience are inseparable,” added Rhodes. “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.”