State of the contact center 2025
Topic : business services management consulting | corporate training professional coaching
Published on Nov 11, 2025
Contact centers can’t afford to fall behind with AI—and you don’t need a mature toolbox to start. In State of the contact center 2025: Embracing an AI-powered customer experience, Dialpad presents survey findings from 500+ agents and supervisors, 52% of which are already using AI-driven call summaries to directly improve customer satisfaction.
You’ll learn how to:
- Navigate the human-AI spectrum to maintain empathy without sacrificing efficiency.
- Break your “hourglass org” bottleneck by targeting high-impact processes with AI.
- Become AI literate—95% of agents already use AI, but only 40% use it optimally.
This is your roadmap to higher CSAT, leaner operations, and a future-ready contact center.
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