As contact center challenges mount—burnout, turnover, and declining CSAT—supervisors are under pressure to evolve. Metrigy’s latest e-book, Changing the Supervisor Role for an Age of AI, offers a data-backed roadmap to help supervisors support agents more effectively while navigating the demands of a modern CX landscape.
Based on insights from 544 global organizations, the research highlights a key trend: 77.2% of agents now regularly manage complex issues, leading to increased stress and attrition. This resource explores how supervisors can lead with empathy and impact by embracing AI-powered tools and more flexible workforce models.
Discover strategies that go beyond traditional performance management. Learn how to redesign onboarding, optimize agent schedules, and use AI to coach at scale—while keeping agents motivated and customers satisfied.
