Voice of the Agent 2025: Empathy Meets AI in the Modern Contact Centre
Calabrio's latest Voice of the Agent Report lands with a clear message: contact centres are in a real transition. The role has moved past scripts and speed. Agents are skilled professionals balancing empathy with an increasingly digital stack across Europe and, for the first time, North America.
Teams feel more resilient and emotionally intelligent, but there's a growing tension around AI. As one leader put it, agents need smarter tools, clearer training, and genuine care so technology helps people rather than exhausts them.
"Agents are finding their rhythm again," said Dave Rhodes, CEO, Calabrio. "They're proud of the work they do... 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."
The AI Confidence Gap
Optimism is rising, but confidence in AI is split. The takeaway: clarity and training matter as much as the tech itself.
- 44% say AI tools make work easier, yet 55% are unclear or concerned about how automation will change their jobs.
- Only 1 in 3 knows which systems use AI.
- 40% have received no AI-related training.
"The next phase of transformation isn't about deploying AI, it's about demystifying it for both agents and consumers," added Rhodes. When agents see how tools help rather than replace them, AI becomes an enabler of real connection.
Highlights from the Voice of the Agent 2025 Report
- Agents are redefining the profession: 75% would recommend the job to a friend, 68% feel proud of their role. 47% now see a long-term career path.
- Manager connection builds trust: Monthly 1:1s are the norm for 67% (up from 49%). Trust and alignment are improving.
- Training fuels motivation: 70% receive regular coaching and training, and 69% say it makes a real difference.
- Work-life balance gets priority: 75% feel supported (up from 67%). 79% can take breaks after tough calls, and 77% say time-off requests are approved.
- Pay slows; support and culture matter: 52% received a pay increase (down from 79% in 2024). Support from management (59%) and team culture (54%) drive happiness.
- Career visibility rises: 47% have a defined progression plan (up 38%), and 55% understand their growth opportunities.
- Connection rebounds: Only 32% say their team never has social activities (down from 38%). Hybrid teams are rebuilding belonging.
What This Means for Support Leaders
- Make AI visible: Show agents where AI lives in your stack, what it does, and how outcomes are reviewed. Publish a plain-language FAQ.
- Train for real work: Run short, scenario-based sessions: prompts, summarisation, QA with AI, and escalation rules. Measure impact on AHT, FCR, and CSAT.
- Keep the 1:1 cadence: Monthly check-ins with targeted coaching plans. Tie goals to skills, not just metrics.
- Protect recovery time: Hold the line on post-call breaks and scheduling flexibility, especially after emotionally heavy interactions.
- Show the path: Publish role levels, required skills, and example projects. Celebrate promotions and lateral moves to keep talent engaged.
- Rebuild connection in hybrid: Keep rituals short and consistent. Rotate social time and peer coaching to strengthen culture.
The People Behind the Performance
As routine tasks fade, agents are handling the conversations that actually change outcomes: complex, emotional, human. Tools can assist. But confidence, clarity, and care are what turn those tools into better service.
Agent experience and customer experience move together. Invest in trust, training, and transparency, and your team will use AI to do what they do best-connect with customers.
Get the Full Report
Read Calabrio's Voice of the Agent Report here: calabrio.com/voice-of-the-agent
Upskill Your Team on AI
If your support team needs practical AI skills-prompts, summarisation, QA, automation-these resources can help:
About Calabrio
Calabrio equips people and businesses with actionable intelligence. Its AI-driven, cloud-native Calabrio ONE suite helps maximise agent performance and turn customer interactions into strategic advantages. Calabrio operates in Canada under Calabrio Canada, Ltd., based in British Columbia. Learn more at calabrio.com.
Calabrio, Calabrio ONE, and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned are the property of their respective owners.
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