2024 JANUARY CCW MARKET STUDY | Future of Contact Center Employees
CUSTOMER
CONTACT WEEK
DIGITAL
www.customercontactweekdigital.com |
On the other hand, 7% feel AI will definitely lead to significant
job reduction.
The balance of leaders subscribe to the idea that AI will
absorb many current agent tasks, thus enabling them to pivot
to more complex work. They do, however, have conflicting
perspectives about what this ultimately means for headcount.
Nearly 38% of contact center leaders are taking an upbeat
view of the “AI for simple issues, agents for complex ones”
mantra, noting that there will be enough new work to keep
most agents around. Just over 13% are taking the pessimistic
perspective, fearing that there will not be enough complex
work to avoid headcount reduction.
Which best describes how your contact center/
CX team addressing the fear that “AI may
replace employees”?
29.38% No need - there is no fear of AI replacing humans
within our team
26.25% Broadly discussing the future of AI and how it may
or may not impact headcount during team meetings,
coaching sessions, etc
24.38% Not actively addressing it, but the fear/concern does
at least somewhat exist
20.00% Actively highlighting specific ways AI will empower
employees / lead to a better agent experience
37.50% Somewhat - AI will absorb many current agent tasks,
but we’ll have enough new work to keep most
agents around
26.25% Not really - AI will only absorb very simple/repetitive
tasks, so we’ll still need almost all agents
16.25% No - we are not currently convinced AI will
meaningfully impact contact center workflow/needs
13.13% Probably - AI will absorb many current agents tasks,
and there is not enough complex work to avoid
headcount reduction
6.88% Definitely - AI will lead to a significant reduction in
headcount
In your personal opinion as a leader, do you
expect AI to lead to headcount/team reduction
within the contact center/CX function?