CX Trends: CMP Research on Workforce Management Trends
New research from Customer Management Practice points to a growing disconnect in customer service.
As companies automate simple interactions, customers are reaching human agents later, often after spending time trying to resolve issues on their own. When they finally connect, they expect context and continuity. Instead, many are forced to start over.
Inside the operation, the work has changed, but the system has not. Agents are handling more complex, less predictable interactions, while workforce models and planning tools remain built for a simpler environment.
At the same time, the market continues to invest in experience layers rather than fixing the operational foundation.
The result is a system that is harder to run and more frustrating to navigate.
This is not a failure of effort or intent. It is a failure to adapt the operating model to a more complex reality.
