The customer experience (CX) industry has spent years optimizing journeys, deploying technology, and refining strategy, all in pursuit of better outcomes for customers. But there’s a voice that’s too often missing from that conversation: the agent on the front line.
A new research report from Execs In The Know, CX Agent Insights: Perspectives from the Front Line, changes that. Based on a 33-question survey of 107 contact center agents across internal and outsourced environments, it delivers something rare: an unfiltered, data-driven look at what agents actually experience, what motivates them, and what’s holding them back.
A Workforce That Genuinely Wants to Succeed
Here’s the good news: your agents care. A lot.
An overwhelming 88% of agents surveyed report being passionate about the brands they represent, and 82% say they’re satisfied in their roles. Nearly 9 in 10 believe their organization is committed to putting the customer first. This isn’t a disengaged workforce waiting for the clock to run out; it’s a motivated group of professionals who want to do meaningful work and do it well.
In fact, 67% of agents say they plan to stay and grow within the contact center industry in the long term. That’s a workforce with real tenure potential, and a real appetite for investment. So if agents are engaged and aligned, what’s the problem?
Tools, systems, and technology that simply aren’t keeping up with job demands.
Your Agents Want Faster, More Reliable Tools
When agents were asked what area of their contact center operation most needed improvement, technology ranked first, cited by 24% of respondents. Only 40% say they’re very satisfied with the technology they use day-to-day. Just 50% report that their systems integrate well and work seamlessly together. And when asked what single technology improvement would make the biggest difference in their work, the answer wasn’t AI or fancy new features; it was faster, more reliable tools, named by 54% of respondents.
The picture that emerges is of a capable, committed workforce operating with one hand tied behind its back. Agent performance isn’t capped by motivation; it’s capped by the operational environment around them.
The Hidden Risk: Career Clarity
There’s another gap that the research surfaces that deserves attention. While 67% of agents plan to grow in the field, only 47% feel their organization provides clear career paths and advancement opportunities. For a workforce that’s experienced (45% have five or more years in the role), that disconnect is a retention risk hiding in plain sight.
Agents are willing to commit. Organizations need to show they’re willing to invest in return.
What This Means for CX Leaders
The research is clear on one thing: improving CX outcomes starts with improving the agent experience. Not through perks or culture programs alone, but through faster systems, better integration, clearer career frameworks, and feedback loops that actually lead to visible change.
Ready to see the full picture? The complete CX Agent Insights: Perspectives from the Front Line report is packed with data, analysis, and actionable insights across hiring, satisfaction, technology, and operational strategy.
