AI solutions are currently transforming the contact center industry, and forward-thinking organizations are using advanced workforce management applications to improve agent experience. NICE and CMSWire Insights recently surveyed over 700 contact center supervisors and agents from EMEA, India, and the United States in September 2023. In this report, “From Stress to Success: Reducing Complexity with AI-Powered Contact Center Solutions,” we delve into how investing in AI that simultaneously addresses complexity and stress will make everyone’s contact center jobs better—for both supervisors and agents alike.

Gain essential insights from this report, including:

• The challenges supervisors face in combating stress while keeping agents engaged
• The biggest stressors in a contact center, and the impact they have on CX
• How AI can help reduce complexity and meet customer expectations
• How to gauge employee sentiment to ease the challenge of reducing stressors and complexity