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Current State of Agent Experience 2026

Verint, known as The CX Automation Company™, has recently released a significant report titled "The State of Agent Experience 2026," focusing on the experience of contact center agents. According to the findings of this report, nearly one-third of agents are contemplating leaving their positions primarily due to deteriorating work environments. Despite advancements in AI and automation, many agents remain frustrated with the repetitive nature of their work and the poor work-life balance they face.

The conducted survey involved 1,000 contact center agents and revealed that 31% are likely to leave their jobs within the next six months. These alarming statistics underscore the pressing need for improvements within the industry. By effectively integrating AI into the workflows of agents, organizations can alleviate some of the burdens these workers face.

Key Findings from the Report

1. Complexity of Agent Roles: A staggering 94% of agents believe that their roles will change significantly in the next three years due to AI implementations. Among them, 61% expect to take on more complex and advanced tasks, indicating a transformative shift in the nature of their work. Currently, around 49% are already engaging in multi-channel operations, which adds to their workload complexity.

2. Time Constraints from Manual Tasks: Agents report spending considerable time on monotonous and repetitive tasks that could be automated. For example, during 45% of calls, agents take an average of three minutes searching for answers. This valuable time detracts from their ability to focus on tasks that truly require empathy, judgment, and creative thinking.

3. Growing Importance of Agent Experience: Flexibility is paramount for agents, with 90% stating that it greatly influences their job selection. Thus, implementing AI-driven scheduling and workforce management tools has become essential for enhancing agent satisfaction and retention.

Anna Convery, Chief Marketing Officer at Verint, emphasized the future of contact centers, stating, "It is not about humans vs. AI; it is about humans and AI working collaboratively to scale efficiency and empathy. Companies must actively build AI-enabled contact centers, or they risk significant losses due to agent burnout and turnover."

The report also sheds light on how contact centers need to move beyond pilot AI initiatives and focus on generating measurable outcomes that enhance both customer and agent experiences. The appropriate use of AI can lead to meaningful results through automation of daily tasks, quick access to knowledge, and real-time guidance for agents.

Research Methodology

The results of the report stem from a survey targeting 1,000 contact center agents working across companies with more than 300 agents in five different industries. Notably, 59% of respondents work at centers employing over 1,000 agents. The data for this survey was collected through an online questionnaire conducted from November 18 to December 9, 2025. To ensure a comprehensive reflection of the agent experience, surveyed agents represented various company sizes, age demographics, industries, and levels of experience.

Verint Systems Japan Inc. is a leader in customer experience (CX) automation, serving a diverse clientele, including over 80 companies in the Fortune 100 list. By employing the Verint CX Automation platform and AI-driven bots, leading enterprises achieve significant business outcomes. Verint's proprietary AI-integrated platform strengthens CX automation efforts, enhancing customer engagement, improving operational efficiency, and reducing costs across contact centers, back offices, and digital channels. As recognized by Great Place To Work®, Verint stands out as a certified workplace. For more details, please visit Verint.