#245 - Ed Creasey of Calabrio on The Voice of the Agent research 2025
Get out of Wrap TVNovember 28, 202500:51:15

#245 - Ed Creasey of Calabrio on The Voice of the Agent research 2025

In this episode, Martin sits down with long-time industry leader Ed Creasey to unpack Calabrio’s brand-new Voice of the Agent 2025 research — a comprehensive study with 540 agents across the UK and US sharing their views on their roles, stress, skills, AI, leadership, and their future in the industry.

🔥 What you’ll learn:
• Why agent pride is at an all-time high
• The widening gap between leaders’ and agents’ perceptions
• The truth about AI anxiety vs. AI enthusiasm
• Empathy, emotional intelligence and why leaders think these are still lacking
• The importance of career pathways
• How scheduling fairness builds trust
• Where the biggest opportunities are for contact centre leaders