The 2023 Customer Service Agent Relevance Report reveals that frontline agents face growing challenges from fragmented systems and burnout, with many struggling to access the right information across multiple platforms. While 49% of organizations now view contact centers as drivers of retention and growth, success with collaborative support models like case swarming depends on strong knowledge management, cultural shifts, and better enablement. Agents in collaborative environments report easier knowledge access, more encouragement to solve problems together, and higher satisfaction. However, training for growth remains lacking, and many still fear burnout, especially in remote or hybrid roles. AI and machine learning are seen as critical to easing workloads, surfacing relevant content in t

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