Contact requests continue to grow. Can agents keep up?
Between calls and chats, contact center agents are busier than ever before. In our 2023 State of Contact Center Testing report, 67% of respondents said that call volumes had increased over the past 12 months. Over the same period, 68% of respondents said their chat volumes had increased, as well. Our newest research shows that this trend is continuing today. 66% of 2025 respondents report their call volume has continued to grow. 73% of CX leaders in our 2025 survey report their chat volume increasing, up 5% from the already-high 2023 response. This increased contact volume is having a clear toll, on agent experience . Agent attrition is up 9% year- over-year in contact centers, meaning that agents are burning out faster and a shrinking staff of contact center agents are expected to handle a steadily growing number of customer service requests. As a result, 41% of contact center professionals feel that their organizations have unrealistic expectations of their team – a sentiment that risks increased agent attrition and decreased customer satisfaction and revenue ahead. Customers have begun to notice and adjust their behavior, as well. Our research shows that, while overall customer churn is down from 2023, one- third of CX leaders agree that customer churn is up over the past 12 months, while 45% aren’t sure whether their customer churn increased or decreased – a separate knowledge gap that speaks to a broader lack of visibility across the CX and customer service environment.
Call volumes have increased over the past 12 months
Total agree Agree Strongly agree
0
20 40 60 80
2025 2023
Chat volumes have increased over the past 12 months
Strongly agree
Agree
Total agree
0
20 40 60 80
2025 2023
Our business has unrealistic expectations of the contact center team
Agree Unsure Disagree
4
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