Enterprise Connect Schedule

According to ICMI's The State of Experience in 2023 survey, 45% of organizations don't measure agent satisfaction or stress levels. Considering this, it shouldn't be surprising that 21% of agents are stressed most of the time. To help, contact centers are investing more in AI and automation to offload routine customer interactions. However, this means agents are left to handle a steady stream of more complex customer engagements. Has your organization considered how this might affect agents' cognitive loads, stress levels, and burnout? Attend this session to explore the types of AI and automation contact centers plan to invest in, how these solutions could overtax agents, and how leaders can minimize agent burnout.