AUTOMATION EXCELS AT SPEED AND EFFICIENCY, BUT IT’ S THE EMPATHY, CREATIVITY, AND PROBLEM-SOLVING ABILITIES OF HUMAN AGENTS THAT DEFINE TRULY EXCEPTIONAL SERVICE.
IDLE TIME
LEVERAGING AUTOMATION
Automation brings much-needed flexibility and efficiency to workforce management( WFM). Reliance on traditional manual scheduling leaves contact centers struggling to align agent availability with changing customer demand, leading to both overstaffing and idle time.
Dynamic scheduling tools can solve this challenge by adjusting agent shifts in real-time, based on fluctuating call volumes, staffing levels, and other operational factors. These tools help ensure that agents are deployed exactly when needed, minimizing both idle periods and overload.
Automation makes post-call processes more efficient. Instead of requiring agents to manually document every call, it can generate automated summaries and update CRM systems in real time. This reduces administrative bottlenecks and allows agents to move freely between calls without delays or frustration.
Automation can manage on-the-fly schedule adjustments. This gives managers the ability to offer ad hoc breaks during quiet periods or shift agents to different tasks when volumes are low.
This kind of flexibility ensures optimal productivity and helps agents feel supported and less overwhelmed. It also frees supervisors to focus on higher value tasks as well. Automation removes much of the guesswork from staffing, ensuring that operations run smoothly even in the face of unpredictable demand.
Automation can bolster manager-employee relationships. For example, analytics tools can provide managers with detailed insights into agent performance, engagement levels, and workload distribution.
This allows managers to proactively address disengagement and burnout. Instead of waiting for performance to decline, supervisors can, as noted earlier in this article, use automation to schedule coaching sessions or reward agents with breaks during slow periods.
Finally, automation can improve customer experiences( CXs). By enabling training, reducing time spent on manual tasks, and lowering burnout, automation ensures that agents stay focused on what matters most. Namely providing high-quality customer service. Agents can then focus on building rapport with customers and delivering personalized experiences requiring emotional intelligence that foster loyalty.
AUTOMATION EXCELS AT SPEED AND EFFICIENCY, BUT IT’ S THE EMPATHY, CREATIVITY, AND PROBLEM-SOLVING ABILITIES OF HUMAN AGENTS THAT DEFINE TRULY EXCEPTIONAL SERVICE.
34 CONTACT CENTER PIPELINE
BALANCING, BLENDING AUTOMATION AND HUMAN EXPERTISE
Automation works best when combined with the unique strengths of human agents. Automation excels at speed and efficiency, but it’ s the empathy, creativity, and problem-solving abilities of human agents that define truly exceptional service.
A balanced approach that blends technology with human expertise is the surest path to success. Customers appreciate it when a service provider balances efficiency with care, and agents feel more fulfilled when their work offers opportunities to make meaningful contributions.
By creating a feedback loop between agents, managers, and technology, automation can help foster a collaborative environment in which everyone thrives. Critically, this balanced approach between technology and employees also promotes agent satisfaction and retention.
When agents view technology as a partner rather than a competitor, their sense of job security and motivation are likely to increase. They’ re more likely to engage with their work, contribute creative ideas, and go the extra mile to solve customers’ challenges. This positive dynamic benefits not only the agents themselves but also customers and the business as a whole.
TURNING IDLE TIME INTO GROWTH OPPORTUNITIES
The most successful contact centers are those that strike the right balance between automation and the uniquely human skills of their agents. When agents are empowered by technology rather than burdened by it, they’ ll perform better, creating positive CXs and driving business success.
The right mix of technology and thoughtful strategy will empower contact centers to transform idle time from a challenge into an opportunity. Managers will make smarter decisions about scheduling and workload management and leverage idle time for training, mentoring, and mental wellbeing.
Ultimately, satisfied agents create satisfied customers. By leveraging automation to streamline workflows and improve engagement, contact centers can build environments where employees thrive: delivering high-quality service with confidence, empathy, and enthusiasm.
Jennifer Lee has 20 years’ experience in the contact center industry with more than 15 years as a people leader. Throughout her career, Jennifer, who is Co- CEO of Intradiem, has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services.