{"id":71459,"date":"2025-06-17T14:13:09","date_gmt":"2025-06-17T13:13:09","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=71459"},"modified":"2025-10-19T09:16:35","modified_gmt":"2025-10-19T08:16:35","slug":"bombshell-study-finds-that-global-contact-center-agent-roles-will-increase-not-decrease-over-the-next-three-years","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/bombshell-study-finds-that-global-contact-center-agent-roles-will-increase-not-decrease-over-the-next-three-years\/","title":{"rendered":"Bombshell Study Finds That Global Contact Center Agent Roles Will Increase, Not Decrease Over the Next Three Years"},"content":{"rendered":"

A new Cavell study has predicted that global contact center agent roles will increase by more than a million over the next three years.<\/p>\n

The research firm\u2019s Q2 2025 CCaaS Market Evolution Report forecasts that demand for contact center agents will grow from 15.3 million in 2025 to 16.8 million by 2029.<\/p>\n

Cavell\u2019s findings suggest that despite the hype around AI and the commonly held belief that it will contribute to job losses across the contact center space, agent roles across the sector will rise.<\/p>\n

However, the situation is a little more nuanced.<\/p>\n

While Cavell expects the overall number of agents to grow, the company believes that AI and increased automation will stunt the growth of new agent roles by 1.9 million before 2029.<\/p>\n

The seemingly contradictory nature of Cavell\u2019s two predictions indicates a trend where AI supports human roles instead of immediately replacing them, particularly in the short term, where many contact centers are still dealing with understaffing.<\/p>\n

In discussing the findings of the report, Finbarr Begley<\/strong>, Senior Analyst at Cavell<\/strong>, argued that “with the acceleration in rate of change in technology in the CX marketplace, must come disruption.<\/p>\n

When companies begin to trust and deploy a tapestry of AI Receptionists, Automated Supervisors, and Agentic Agents, the industry will just not need the same number of humans doing these traditional tasks.<\/p><\/blockquote>\n

“However, a certain amount of this loss will be offset by continued growth in demand for agents, and there will be new roles created.”<\/p>\n

Interestingly, Cavell\u2019s predictions echo comments from a recent Gartner study.<\/p>\n

While both reports covered different topics, there were shared points of interest in their metaphorical Venn diagram.<\/p>\n

Gartner\u2019s study also looked at the relationship between AI and human agents in the customer service and experience space, and forecasted that by 2027, half of the businesses planning major customer service job cuts due to AI will reconsider those plans<\/a>.<\/p>\n

The research firm surveyed 163 customer service leaders, with 95 percent stating that they intend to keep human agents to strategically shape AI\u2019s role.<\/p>\n

Gartner attributes this shift to businesses underestimating the challenges of moving to fully AI-driven, agentless service models. Instead, the firm expects more companies to adopt a \u201cdigital first, but not digital only\u201d approach.<\/p>\n

Digital First, Not Digital Only<\/h2>\n

The key takeaway from both Cavell and Gartner is that for the immediate future, contact centers need to embrace tools and solutions that work in tandem with human agents to help them enhance the overall customer experience.<\/p>\n

Today\u2019s platforms are increasingly offering AI-assisted tools designed to handle routine tasks and guide conversations in real time.<\/p>\n

The major CRM and CCaaS players are all investing in capabilities that can, for example, surface knowledge articles, suggest next-best actions, or summarize conversations on the fly.<\/p>\n

In doing so, they are able to reduce the number of basic\/time-consuming queries that agents have to handle, freeing them up to focus on more complex, high-value interactions.<\/p>\n

Some providers are extending this further with copilots \u2013 digital assistants that sit alongside human representatives to aid their judgment and accelerate their workflows.<\/p>\n

Copilots can offer script suggestions, automated summaries, and supervisor support in real time.<\/p>\n

More recently, Microsoft announced that 230,000+ organizations are currently using its Copilot Studio<\/a>.<\/p>\n

The solution integrates directly into Microsoft’s contact center platform to streamline multichannel conversations and empower agents to resolve issues faster.<\/p>\n

Microsoft\u2019s Copilot is just one example of a multitude of CX and customer service tools designed to support agents.<\/p>\n

As things stand, the industry\u2019s direction is clear: this isn\u2019t about replacing people; it\u2019s about augmenting their ability to handle a growing range of customer needs.<\/p>\n

By letting automation shoulder routine tasks and provide actionable guidance, human agents can devote their time to more sophisticated, impactful conversations \u2013 delivering a service that\u2019s faster, more accurate, and more empathetic.<\/p>\n","protected":false},"excerpt":{"rendered":"

A new Cavell study has predicted that global contact center agent roles will increase by more than a million over the next three years. The research firm\u2019s Q2 2025 CCaaS Market Evolution Report forecasts that demand for contact center agents will grow from 15.3 million in 2025 to 16.8 million by 2029. Cavell\u2019s findings suggest […]<\/p>\n","protected":false},"author":4983,"featured_media":71471,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850,61014,61016],"class_list":["post-71459","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center","category-crm","category-customer-analytics-intelligence","tag-ai-agents","tag-artificial-intelligence","tag-automation","tag-ccaas","tag-crm","brands_to_track-cavell","editorial_type-news","intent-loyalty","target_audience-dual"],"acf":[],"yoast_head":"\nBombshell Study Finds That Global Contact Center Agent Roles Will Increase, Not Decrease Over the Next Three Years - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence, Automation, CCaaS, CRM and more.\" \/>\n<meta name=\"robots\" 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