In the environment of the rapid contact center of today, managers are faced with a myriad of challenges which can have a significant impact on the operational efficiency and well-being of employees. One of the most urgent problems is the professional exhaustion of agents, a phenomenon exacerbated by the growing complexity of customer interactions and the expansion role of artificial intelligence (AI) in contact centers.
Professional exhaustion is a critical problem that the managers of the contact center must solve to maintain a productive and satisfied workforce. According to the ICMI The state of experience in 2023 The survey, 45% of narcotic organizations and 55% of contact centers do not measure employee satisfaction or stress levels. This lack of measure is alarming, in particular in an industry known for its high attrition rates. The survey also revealed that 58% of agents are stressed at least half of the time, posing significant risks for long -term performance and retention.
The main stressors for agents include the management of complex and emotionally charged interactions, which have become more widespread when AI supports customer routine demands. These more difficult calls increase so the cognitive load levels of agents and stress that 75% of the leaders of the North American contact center were worried about their impact on the well-being of agents, according to the Digital CX 2025 survey.
Despite these concerns, AI and automation can also be part of the solution. In fact, the main reason why North American contact center leaders invest in customer experience technologies (CX) fueled by AI is to minimize the cognitive load of agents, stress levels and professional exhaustion, according to the same OMDIA survey. However, balance the automation of AI with the roles of human agents remains an important operational challenge.
The objective of the Enterprise Connect 2025 panel on Preventing the professional exhaustion of the agent: balance the effectiveness of AI with human well-being will be to solve these critical problems by promoting strategies that protect and empower agents, rationalize operations and improve customer experiences. The panel will explore the practical stages that the managers of the contact center can take to measure and proactively resolve the stress of the agents, even in the absence of monitoring of formal well-being.
The panel, which will include Kate Hodgins (Nextiva), Rakesh Tailor (Genesys), John Finch (Ringcentral), Geoff Foster (Verizon Business), Fabrice Della Mea (Dialpad), will discuss the innovations that can improve the resilience and well-being of agents. This includes the use of AI and other technologies not only for the automation of interactions, but also to provide real -time support which facilitates the burden of agents rather than increasing it.
Another focal point will be the integration of well-being programs, improved training and adaptive planning to mitigate stress caused by complex interactions. Panelists will provide usable information that managers can implement in their own centers.
The contact center goes to a mixed workforce of much appreciated agents and bots. To succeed in this mixed environment, contact center chiefs must pay particular attention to Burnout Agent Burnout, which is an omnipresent problem which affects both the quality of customer service and the overall health of the workforce. By approaching the deep causes of professional exhaustion and the promotion of strategies that balance the effectiveness of AI with human well-being, we can create a more sustainable and more productive contact center environment.
In addition, as AI continues to evolve, it is crucial to ensure that its implementation does not inadvertently increase the stress levels of agents. By focusing on the well-being of agents, we can exploit the full potential of AI while maintaining a healthy and motivated workforce.
I will moderate the session preventing the professional exhaustion of the agent: to balance the efficiency of the AI with human well-being at 9:00 am on Wednesday March 19, 2025. More information on my session is here And Here’s how you can register For Enterprise Connect 2025. See you soon!
