In this episode of Working Smarter, Dave Hoekstra is joined by Martin Teasdale, Founder of Get Out of Wrap, to unpack the findings from our latest Voice of the Agent research. This year, 540 frontline agents opened up about the realities, challenges, and hidden truths of working inside today’s contact centers.

Last year’s report was groundbreaking, revealing that while agents were largely satisfied and proud of their work, major gaps remained around AI readiness, training support, and overall enablement. 

This year, we dig even deeper. From evolving expectations and shifting workforce dynamics to surprising new trends that leaders can’t afford to ignore - this conversation pulls back the curtain on what it really means to be an agent in 2025.

Tune in to uncover what’s changed, what hasn’t, and what every contact center leader needs to know next.