New research reveals contact center challenges in a hybrid world

The State of Contact Center Testing 2025 report outlines challenges for CX leaders in a complex landscape. Key findings include:

• Growth of hybrid infrastructures and staffing, adding complexity
• Rising call and chat volumes straining agents, with 41% feeling expectations are unrealistic
• Visibility gaps, with 38% of leaders unable to identify performance issues and 40% lacking confidence in handling surges
• Inadequate testing, with 51% performing load testing only yearly

The report emphasizes automation and AI solutions as crucial for enhancing monitoring, improving agent experience, and meeting customer demands efficiently. Discover strategic recommendations in this comprehensive report.