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Insights
Exploring trends re-imagining CX
Workload squeeze: 52.6% of contact centres report rising agent workload as turnover remains high at 31.2%
New research finds contact centre agent workload pressure is accelerating as AI investment becomes a top priority. The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year. The report,
2 min read
From AI experiments to real results in customer support
Organizations are investing in AI solutions to improve their support operations and customer experience, but only 25% of AI projects have delivered their promised ROI, according to an IBM survey of over 2000 CEOs. While there are many reasons AI projects fall short, data privacy and security concerns are often a major culprit. In many cases, a support team evaluates and pilots an AI solution based on features, but their security, compliance and legal teams shut the project d
5 min read
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