The 2023 FinServ Agent Edition CX Relevance Report highlights that financial services contact centers are shifting from traditional support to growth-focused hubs through collaborative models like swarming. While 63% of agents know about swarming, only 12% report active use, though interest is rising. Barriers include fragmented systems, knowledge silos, and burnout, especially for remote and hybrid workers. Agents stress the need for contextual information in the flow of work, AI support to reduce repetitive tasks, and better growth-oriented training. Companies adopting swarming report improved retention, efficiency, and collaboration. Success depends on strong knowledge management, cultural change, and AI-powered tools to surface relevant content, enabling agents to evolve from problem-s

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