By Seb Reeve
The global pandemic has put more pressure than ever on every one of us. Healthcare workers face untold challenges in treating patients, and not just those who become sick with COVID-19. Grocery store, delivery, and restaurant workers, now rightfully seen as the essential workers they are, must overcome their own fears and risks as they continue to work through a crisis. Contact center and office workers now work from home, trying to balance the demands of their careers with the demands of their families, many of whom are now schooling from home too.
And as more consumers shift their typically in-person interactions into more virtual and online spaces, the changes have likewise put more pressure on contact center agents to respond to a rising number of calls in an uncertain environment. Working in these high-stress environments—in combination with longer working hours—means many agents are at risk for burnout.
Burnout, according to the Mayo Clinic, is a “special type of work-related stress,” marked by physical and emotional exhaustion, a sense of reduced accomplishment, reduced productivity and effectiveness on the job, and even dramatic consequences for overall health and wellbeing.
From a business perspective, agent burnout often leads to turnover, which is extraordinarily expensive, often about 20 percent of the employee’s salary. In an industry with turnover ranging from 30-45 percent, preventing burnout is not simply good for people, it’s good for business.
Preventing burnout is incumbent on all of us. It can start with small, people-first strategies, such as encouraging teams to disconnect and recharge, as improving communication and feedback, and managing workloads to ensure they’re within appropriate boundaries.
Investing in technology platforms can go a long way toward supporting agents and helping to prevent burnout. Providing the tools and technologies that help everyone do their job better will not only optimize employee workloads, but it can also alleviate the stressors that contribute to burnout. It’s also worth considering which technology platforms no longer serve agents or the organizational vision, and instead add unnecessarily to agent workflows on a day-to-day basis.
Technologies That Alleviate Burnout Stressors
Today’s contact centers can choose from a range of technologies that help agents do their jobs better and more efficiently. For example, artificial-intelligence-powered solutions such as virtual assistants can shorten call handling times by engaging a broader audience and answering repetitive questions. With a digital, automated interface, the virtual assistant can engage callers in natural conversation—either via voice or text—to respond to requests and answer questions with personalized responses in a self-service environment. When a live agent is needed, the virtual assistant uses skills-based routing to deliver the caller to the best agent to handle their issue.
Enabling the virtual assistant not only delivers prompt, live assistance to customers, it frees agents to handle the more complex, high-value calls that matter most and are most meaningful.
Similarly, automated customer service messaging platforms can help engage customers, providing immediate answers to their inquiries, again while alleviating the burden on live contact center agents. Proactive notifications built into these platforms can deflect the number of inbound calls to a call center, which has the added benefit of supporting customer service efforts.
AI-powered technologies also provide the analytics and reporting to improve live engagements and deliver frustration-free customer experiences. Analyzing 100 percent of call center customer interactions provides visibility into trends, outliers, and opportunities to build, train, and coach a high-performing contact center team—one that’s free from many of the stressors that can contribute to burnout.
Beyond supporting agents with AI-powered technologies and tools that can reduce burnout, these solutions can contribute to a healthier bottom line—from improved customer service and digital experiences to reduced employee turnover.
Seb Reeve is the Market Development VP at Nuance Communications.