Working Smarter: Presented by Calabrio

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.

What is Working Smarter: Presented by Calabrio?

In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.