More than half of contact centers report heavier workloads for agents despite AI
A MaxContact survey included in its 2025/26 KPI report indicates that more than half of contact center managers say their agents' workload increased, compared with about 40% in 2024. The text attributes the phenomenon to automation absorbing routine tasks and leaving people with the most complex cases, and cites ArvatoConnect's 70/30 model and the "self-service paradox" described by Brad Cleveland.
In 35 seconds
- More than half of the contact center managers surveyed by MaxContact report heavier workloads for their agents, compared with about 40% in 2024.
- ArvatoConnect proposes that technology handle 70% of interactions and people the remaining 30%, leaving agents with the hardest cases.
- Brad Cleveland of ICMI calls it the self-service paradox: the more automation handles, the more complexity remains for people.
Read the full story at El Ecosistema Startup
IASummary generated by artificial intelligence from a story by El Ecosistema Startup. It may contain errors: the original source prevails.
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