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Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations - Directors Club News

Summary by Directors Club® News
Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Centre report. The prevalence of AI use in the contact centre comes as no surprise, but the fact that 61% are experiencing more difficult conversations illustrates the ongoing challenge of balancing efficiency and empathy in the fast-changing customer experience space. Contact … Continue reading Calabrio Research: 98% of Contact Centres Are Using AI,…
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Calabrio Research: 98% of Contact Centres Are Using AI, and 61% Are Experiencing More Difficult Conversations - Directors Club News

Calabrio, the workforce performance company, has released their annual 2025 State of the Contact Centre report. The prevalence of AI use in the contact centre comes as no surprise, but the fact that 61% are experiencing more difficult conversations illustrates the ongoing challenge of balancing efficiency and empathy in the fast-changing customer experience space. Contact … Continue reading Calabrio Research: 98% of Contact Centres Are Using AI,…

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Directors Club® News broke the news in on Monday, March 31, 2025.
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