Featured in CMSWire
In the fast-paced environment of contact centers, the focus often leans heavily on customer satisfaction and algorithm optimization. However, a recent article from CMSWire sheds light on an equally critical aspect: the well-being of the agents themselves.
The piece looks into how AI is being harnessed not just to improve customer interactions but also to monitor and support contact center agents. By analysing factors such as cognitive load, stress indicators and conversation complexity, AI tools can provide real-time insights into an agent’s mental and emotional state. This proactive approach allows for timely interventions, such as suggesting breaks or reallocating tasks, to prevent burnout and maintain high performance levels.
Our valued customer, Bruce Gilbert, chief information and technology officer at Young Energy, a Texas-based utilities provider, also contributes and suggests that conversational AI has helped absorb peak demand, freeing human agents to handle critical, high-emotion conversations, ultimately reducing burnout.
As the industry continues to evolve, integrating AI with a human-centric approach emerges as a key strategy for sustainable success. By prioritising agent well-being alongside customer satisfaction, contact centers can achieve a harmonious and efficient operational model.
Read the full article on CMSWire:
