December 2, 2024
In high-pressure settings like contact centers, employee success versus burnout often comes down to the tools they use, their work culture, and the guidance they receive. When these elements align, the weight of a demanding role no longer drags agents down—it propels them forward.
But the story changes when systems are outdated, workflows chaotic, and leadership uninspired. Frustration grows, morale plummets, and attrition becomes an all-too-familiar outcome.
We’ve seen it firsthand—contact centers filled with activity yet shadowed by unspoken fatigue as agents contend with tools and processes obstructing their path to success. One agent summed it up perfectly:
“I feel like I’m always playing catch-up with our systems or devising a workaround. It’s exhausting and keeps me from focusing on the customer.”
This disconnect prompted us to explore solutions that enhance productivity and cultivate a sense of fulfillment for the people using the systems. New research underscores the urgency of adoption: AI assistance increased agents’ chat resolutions per hour by 22.2% (Brynjolfsson et al., 2023, p. 13). These advancements lighten workloads and support job satisfaction while empowering agents to deliver their best work.
I. Technology: The Double-Edged Sword
For many employees, the very tools designed to make their jobs easier become the source of daily frustration. It’s a quiet battle—that corrodes productivity, chips away at motivation, and leads to burnout and turnover.
Every delay, every extra step, and every workaround compounds into a daily struggle. Addressing inefficiency is one aspect—but the other is the toll it takes on the people behind the screens.
The answer may be to rethink how organizations implement and manage the tools employees rely on every day. Yes, eliminating inefficiencies and enabling systems that genuinely support staff will drive productivity. However, in the process, it can also help restore morale.
II. Solutions for a More Engaged Workforce
Generative AI: A Game-Changer for Real-Time Support and Agent Productivity
GenAI isn’t a response generator; it offers summaries, insights, and real-time support that reduces call times and improves service quality.
For novice agents, the impact is transformative. Productivity jumps by 34%, and with just two months of experience using GenAI, they perform on par with agents who have over six months of experience without it (Brynjolfsson et al., 2023, p. 1, 17). It’s a remarkable way of leveling the playing field.
What’s more, GenAI’s influence extends beyond day-to-day tasks. During system outages, agents who had previously used AI tools exceeded their pre-AI benchmarks, showing they also build resilience (Brynjolfsson et al., 2023, p. 18).
Omnichannel Platforms and Workforce Engagement Tools: Simplifying Complex Workflows
The demands of managing multiple customer interactions—emails, chats, and phone calls—all while delivering exceptional service can quickly overwhelm even the most experienced agents. Without the right tools, this juggling act leads to inefficiency, stress, and inconsistent performance.
Omnichannel platforms provide a game-changing solution by unifying all communication channels into one seamless interface. Agents can transition effortlessly between tasks, staying focused and productive throughout their day.
Workforce engagement management (WEM) tools take this further, offering data-driven performance analytics, personalized coaching, and gamification that encourages growth and productivity.
What’s more, is the relationship between agent adherence to AI recommendations and productivity gains. Agents with the lowest adherence quintile still experience a 10% productivity improvement, but those with the highest adherence quintile achieve gains of nearly 25% (Agent Assist Study, p. 18).
This steady increase underscores the transformative potential of closely following AI guidance, with higher adherence leading to significant boosts in metrics like average handle time and chats per hour (Agent Assist Study, p. 18).
Knowledge Management Systems: Turning Confusion into Confidence
Agents with correct and accessible information naturally facilitate smooth and positive customer interactions. Once a source of endless frustration, knowledge management tools are becoming dependable allies.
Centralized knowledge systems streamline workflows and improve resolution rates, highlighting the critical role of accessible, dependable information. The result? Higher satisfaction for both customers and stakeholders.
Agents gain newfound clarity and control when an intuitive and unified system replaces the endless maze of tools. With a sharper focus and a renewed sense of purpose, each task becomes less of a hurdle and more of an opportunity.
Workflow Automation: Freeing Talent from Tedious Tasks
Some leaders watch the potential of their agents slip through the cracks, wasted on repetitive tasks like manual data entry or call routing. Talented individuals, capable of meaningful contributions, are stuck in cycles of inefficiency that leave them drained of energy and motivation.
Workflow automation changes this narrative. By removing these time-consuming tasks, agents can focus on what truly matters—building personalized customer interactions, solving complex problems, and delivering meaningful solutions.
Global employees who combine GenAI with business automation (42%) report saving over ten hours per week, significantly improving productivity and reducing the time spent on repetitive tasks (UiPath, 2024, p. 11). Automation reinvents workdays, turning yesterday’s tedious routine tasks into more impactful activities.
III. Training: The Missing Link in Tech Adoption
The challenge is addressing the divide between introducing new technology and equipping employees to use it effectively. Some agents adapt to new tools effortlessly, while others struggle and become overwhelmed without proper guidance.
Nearly half of surveyed workers admit their companies haven’t provided training or guidelines for using GenAI, exposing a critical gap in preparedness (UiPath, 2024, p. 9). This lack of support and training results in inconsistent technology utilization, undermining the potential of even the most advanced systems.
Without proper training, the promise of innovation fades, leaving staff unprepared to use these tools. The result is an idle system filled with untapped potential. Training should be non-negotiable to make the most of technology investments—it’s the bridge that turns potential into performance.
IV. Measuring Impact and Driving Improvement
To understand the impact of technology on job satisfaction, a specific measure stands out: how often agents use the tools. Frequent engagement with AI tools speaks volumes about their value.
But adoption alone doesn’t guarantee success. Companies need to dig deeper and monitor key metrics like employee satisfaction (ESAT), turnover rates, absenteeism, tool performance, and the effectiveness of AI recommendations.
These metrics reveal how well technology is integrated into the employee experience and how it contributes to overall growth. With well-placed investments, organizations move beyond surface-level insights, harnessing technology as a catalyst for meaningful change and lasting results.
Conclusion
In contact centers, the line between success and burnout isn’t drawn by individual resilience but by the systems, tools, and culture that shape the workplace.
Advancements in AI-driven tools and centralized knowledge systems are redefining the structure and expectations of the modern workplace. These innovations are moving away from fragmented efforts toward cohesive systems and have become necessary in meeting today’s competitive demands.
At the core of this evolution is the realization that employee experience is intrinsically tied to the tools and environment they depend on daily. The time to build a future where success is not a fleeting moment but a sustainable reality is now.
Sources:
UiPath. (2024). Global Knowledge Worker Survey. Retrieved from UiPath.com.
Brynjolfsson, E., Rock, D., & Syverson, C. (2023). Generative AI at Work: The Impact on Agent Productivity. Retrieved from MIT.edu.
COPC Inc. (2024). Employee Engagement Global Research. Retrieved from COPC.com.