Contact centres report rising morale but AI doubts grow

Calabrio has published new survey findings on contact centre work, pointing to improving morale and stronger manager support, alongside uncertainty about how artificial intelligence is being used on the job.

The company's latest Voice of the Agent report draws on responses from more than 500 contact centre professionals across Europe and, for the first time, North America. The survey focuses on how agents view their work, wellbeing and workplace tools. Calabrio described a shift in the role away from strict scripts and speed towards more complex customer conversations.

"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."

AI uncertainty

The findings show a split in attitudes towards AI in contact centres. Calabrio reported what it called an "AI Confidence Gap". Some agents said AI tools make work easier, while many remain unsure about how automation will affect their roles.

The report said 44% of agents believe AI tools make their work easier. It also said 55% remain unclear or concerned about how automation might change their jobs. Only one in three agents said they know which of their systems use AI, and 40% said they have not received any related training.

Calabrio argued that adoption depends on factors beyond software. It pointed to the need for education and transparency inside organisations. The report also linked trust in technology to clearer communication about how tools are used.

"The next phase of transformation isn't about deploying AI, it's about demystifying it for both agents and consumers," said Rhodes.

Role changes

On job satisfaction, the survey indicates a more positive view of contact centre work than in past years. Calabrio said 75% of respondents would recommend the work to a friend. It said 68% feel proud of their role. Nearly half, 47%, said they now see contact centre work as a long-term career path.

The report presented these figures as a shift from the view of contact centre work as a temporary role. Calabrio linked the change to the evolving skill set required in customer conversations, including emotional intelligence and resilience.

Manager contact

Calabrio's data suggests more frequent engagement between agents and managers. The report said 67% of agents now have monthly check-ins with managers, up from 49% last year. It associated this with stronger trust and alignment between agents and leaders.

The survey also points to changes in team culture and connection. Calabrio said 32% of respondents reported their team never has social activities, down from 38%. It said hybrid teams continue to work through the challenges of maintaining cohesion.

Training focus

Training and coaching also featured prominently. The report said 70% of agents receive regular coaching and training sessions. It said 69% of those agents believe coaching makes a real difference.

Calabrio positioned continuous learning as part of contact centre work as tools and customer expectations evolve. The company linked training to motivation and the ability to adapt to new technology, including AI-driven features in customer service platforms.

Wellbeing measures

The report also describes changes in how organisations treat wellbeing and flexibility. Calabrio said 75% of agents feel supported on work-life balance, up from 67%. It said 79% can take breaks after tough calls. It said 77% report that their time-off requests are approved.

The findings suggest that workplace policies and manager behaviour play a role in retention and satisfaction. The report positions wellbeing as a management priority rather than a narrow HR programme.

Pay and progression

On pay, Calabrio reported a slowdown in salary increases compared with last year. The report said 52% of agents received a pay increase this year. That compares with 79% in 2024, according to the company's data.

Despite fewer pay increases, the report suggests other factors still shape job satisfaction. Calabrio said support from management, cited by 59% of agents, and a positive team culture, cited by 54%, remain the biggest drivers of happiness.

Career structure appears to be strengthening. Calabrio said 47% of agents now have a defined career progression plan, which it described as an increase of 38%. It also said 55% understand their growth opportunities.

"Agent experience and customer experience are inseparable," said 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."

Calabrio said the report reflects a contact centre workforce dealing with a growing mix of automation and human interaction, with further changes expected as more organisations expand their use of AI tools and formalise training around them.