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Contact Centre Agent Experience (AX) Benchmark Report 2023

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Research has revealed a growing acceptance for AI-powered virtual assistants among contact centre agents. The findings from a recent survey of contact centres worldwide indicate that frontline colleagues are happy to use IVAs, as it helps in enhancing results, improves productivity, and ensures better job satisfaction.

The report puts to rest concerns about any adverse impact of AI on workforce and employment, as well as the fears associated with generative AI and large language models within the contact centre workforce. But far from seeing AI as an existential threat, the research shows that contact centre representatives consider IVAs to be as important as having a competitive salary and a positive work environment with respect.

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For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

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