Verint：2026年座席体验现状报告：塑造呼叫中心、座席体验及人工智能落地未来格局的核心趋势（英文版）（22页）.pdf

1、THE STATE OF AGENT EXPERIENCE 2026 Key trends shaping the future of contact centers,agent experience,and AI deploymentSummary Human Agents+Their AI ColleaguesKey FindingsTrend 1:The Hidden Tax on Every InteractionTrend 2:The Cost of InertiaTrend 3:Equipping the Next-Generation AgentTrend 4:Fix EX or

2、 Pay Through ChurnConclusionResearch Methodology3 45811161921ContentThe CX Automation CompanyTM3THE STATE OF AGENT EXPERIENCE REPORT 2026The acceleration of artificial intelligence(AI)is changing how contact centers operate,enable their agents,and power customer service in ways we wouldnt have thoug

3、ht possible just a few years ago.Whats more,this pace of change shows no sign of slowing.Throughout all this change,one thing remains constant:the need for human agents to bring empathy and emotional intelligence to customer interactions.Solving problems requires creative thinking;navigating custome

4、r demands requires sound judgement;and building customer relationships requires empathy.This falls to your human agents exclusively.However,as youll see from this years findings,agents still spend a significant amount of time on repetitive tasks.This is where AI can help.By augmenting agent workflow

5、s with AI,you can enable agents to:Focus on the customer conversations that matter most.Solve issues quicker,delivering rapid customer resolutions.Do less“busy work,”focusing on helping resolve actual customer issues.Human Agents+Their AI ColleaguesThe future of the contact center is not about choos

6、ing between human agents or AI its about human agents and AI working together in harmony.As AI handles more agent tasks and elements of customer interactions agents are empowered to work smarter,resolve issues faster,and focus on building lasting customer relationships.Your opportunity in 2026 is ap