The Voices That Stay With You

This report captures the unseen emotional and operational cost of running voice operations in 2025 told through the eyes of a frontline manager. Every story is real, every statistic current, and every insight points toward one truth: it's time for companies to listen differently.

Highlights from the frontlines of customer service include: 

• 36% of frontline customer service workers have experienced abuse from customers
• Almost 90% of service agents say customer hostility has increased in 2025
• 1 in 4 agents have taken time off work due to abuse from customers

Download the report to read real-world accounts of customer service agents and see the latest statistics around CX agent experiences, what's driving burnout, and what Modulate can do to support contact and customer service representatives.