Home > White Papers > Featured White Papers

Managing Performance Across Human and AI Agents

AI adoption in the contact center isn't slowing down. 77% of service and support leaders say pressure from senior leadership to deploy AI keeps growing, and 75% say AI budgets have gone up right along with it. 

But adoption hasn't translated into visibility. As AI takes on more customer interactions, most organizations still can't clearly see how AI and human agents are performing together, where handoffs break down, or whether AI is actually improving outcomes. Traditional performance management wasn't built for a hybrid workforce, and it shows. 

To understand how organizations are navigating this shift, we surveyed 400 CX leaders across the US and UK on AI adoption, coaching, and performance management.

Our survey report, One Workforce, One View: Managing Performance Across Human and AI Agents, breaks it down:

• 65% of CX leaders say unified human-and-AI measurement will be their top priority next year, up from just 21% today
• 56% name AI-to-human handoffs as one of the biggest gaps in managing a hybrid workforce
• 76% rate personalized coaching as a high or top priority, but most performance management tools still fall short on AI-powered coaching support

65% will prioritize unified measurement next year

93%   report gaps in hybrid workforce readiness

13% have full end-to-end workforce visibility

 It's a practical look at where hybrid performance management stands today, and what it will take to get it right.

Read the report