55% of contact center professionals expect salary increases in 2025
CALIFORNIA, UNITED STATES — Over half (55%) of customer management professionals expect salary increases within the next 12 months.
According to the International Customer Management Institute’s (ICMI) recent State of the Contact Center in 2024 report, this optimism is set against a backdrop of significant changes within the contact center industry, driven by technological advancements and evolving workforce dynamics.
Navigating industry transformations
The report outlined key transformative forces reshaping the contact center landscape. These include adapting to changing customer expectations, integrating new communication channels, and transitioning to a hybrid workforce model.
Notably, nearly 70% of respondents have embraced a hybrid work model, optimizing flexibility and productivity by allowing employees to alternate between home and office settings.
The role of artificial intelligence
Artificial intelligence (AI) is a critical factor influencing industry operations. Sixty-six percent of respondents support AI’s implementation, with 27% predicting a major impact on operations within five years.
Despite concerns about AI reducing workloads and potential layoffs, 87% of respondents plan to create new roles or fill existing vacancies, indicating a strategic approach to leveraging AI while maintaining workforce stability.
Challenges in career growth and retention
However, workforce retention remains a challenge, as half of the surveyed agents left their positions in search of better opportunities, citing limited career growth as a primary reason. To combat this trend, ICMI emphasized the importance of training and development.
“Each year, our report provides contact center management and customer service leaders with the essential insights and knowledge needed to make data-based decisions,” said Tara Gibb, Senior Director at ICMI.
“One of the things that stood out in our research is that many respondents expressed a desire for additional training, such as how to use AI tools and more exposure to leadership principles and coaching,” she added.
As contact centers continue to evolve amid technological advancements and shifting workforce dynamics, ICMI’s report provides valuable insights for industry leaders making informed decisions.
The anticipated compensation increases reflect a positive outlook for professionals adapting to these changes while pursuing career advancement opportunities.
