WIREDGOV

Making AI a Positive Force for Change in Contact Centres

Humanising the digital, digitising the human. Latest AI Survey Report

AI has revolutionised how contact centres operate almost overnight. The technology is proving transformational, not just for public sector bodies and their citizens, but also for their contact centre agents who deliver customer services on the front line to provide support, resolve enquiries and drive satisfaction.

The technology is lifting the more routine and repetitive tasks off agents’ shoulders and unlocking new opportunities to use their initiative, insights and ingenuity.

To shine a light on this human dimension, we surveyed 1,000 UK contact centre agents and set out to understand three things:

Adoption: How agents are using AI tools in their daily workflows.
Implementation: How agents have been supported through the integration, from formal training to clear communications from management.
Perception: How AI is impacting their confidence, job satisfaction and career progression.

Submit your details below to access this latest AI survey report:

If you see this, leave this form field blank and invest in CSS support.

Your Details (* denotes required field)

Non WiredGov Registrants: Please fill in all the required fields below.

WiredGov Registrants: Simply login here to automatically fill the fields with your information. Alternatively you can fill in the required fields manually.