In today ’ s digital age , clients that quickly detect poor service are even more likely to criticize . Unfavorable customer feedback can spread quickly and have detrimental effects that make it difficult to attract new business and retain existing clients .
Moreover , the downward spiral of understaffing and the additional strain on existing staff can emerge from the negative effect on agent productivity and retention rates , worsening concerns , and lowering service levels .
When these problems are put together , agent wellbeing becomes a strategic business requirement , not just a matter of ethical hiring practices .
USING TECHNOLOGY TO PROMOTE WELLBEING
Recognizing warning indicators of poor health is not always an easy task .
Despite the flexibility and potential productivity gains that come with the shift to remote and hybrid work models , for example , managers may struggle to see when co-workers are facing some issues .
The usual signs , like changes in appearance or body language , may not be noticeable . So , managers must produce new ways to monitor and support their teams . Key signals in this context could be behavioral shifts like a sharp decline in performance or an increase in absenteeism .
Technology can be quite helpful in this situation . It can be beneficial in recognizing stressors and acting before problems worsen .
For example , analytics tools provide information on call disposition , average handle time ( AHT ), and after-call work time : all of which can indicate signs of stress or disengagement .
By tracking behavior and performance metrics , patterns that might point to these and to burnout can be recognized , enabling prompt and beneficial intervention .
Furthermore , communication patterns in both internal and customer interactions can disclose shifts in agents ' emotional states . Managers can spot struggling agents even in the absence of conventional visual cues by using tools that analyze sentiment and voice tone .
Contact center managers can effectively use an array of other solutions to promote the wellbeing of agents .
• Helpful technologies . Artificial intelligence ( AI ) and machine learning , for example , can automate repetitive tasks . They can relieve agents of some of their workload , freeing them up to concentrate on more intricate and fulfilling customer interactions . This can lower stress levels and increase job satisfaction .
• Flexible scheduling . Employees ’ overall wellbeing is enhanced both immediately and over time when work-life balance is improved by agents using workforce management ( WFM ) systems that provide flexible scheduling .
• Virtual visibility and engagement . To keep a sense of team cohesion and support even in remote settings , make use of video conferencing and collaboration tools . Managers can assess individual and team wellbeing through virtual team-building exercises and routine check-ins .
• Focused training and development . Make use of eLearning platforms to give agents access to continual training and development opportunities that will make them feel important and involved . Training in resilience building and stress management may also fall under this category .
• Empowerment and self-service . Provide agents with self-service portals for personal development and scheduling , enabling them to take charge of their career advancement and work-life balance .
... CONTACT CENTER MANAGERS CAN ESTABLISH A POSITIVE WORK ENVIRONMENT ...
By prioritizing agent wellbeing with the smart use of technology , contact center managers can establish a positive work environment that boosts employee satisfaction , enhances CX , and protects company reputation .
In the era of digitalization , where customer feedback is immediate and widespread , frontline employees ' wellbeing is more than an HR ( Human Resources ) issue : it is a prerequisite for overall business success .
As the Product Marketing Manager for WFM at Calabrio , Florian Garnier matches extensive experience in the contact center space with a unique bilingual worldview that gives a distinctive take on contact center challenges and technology , one that he loves to share with other CX professionals .
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