The role of a contact centre agent is more demanding than ever, between emotionally charged interactions, performance targets, and repetitive admin work, stress can build quickly.
Fortunately, AI is transforming how agents work, not by replacing them, but by empowering them.
To find out more, we asked Elizabeth Tobey, Head of Marketing Digital & AI at NICE, to explain how empowering agents helps to reduce agent stress.
Video: Empower Agents to Do the Work They Want to Do
Watch the video below to hear Elizabeth explain how to reduce agent stress by empowering agents to do the work they want to do:
With thanks to Elizabeth Tobey, Head of Marketing Digital & AI at NICE, for contributing to this video.
This video was originally published in our article ‘Ease Agent Stress – With These 15 Top Tips!’
How AI Empowers Contact Centre Agents and Reduces Stress
AI isn’t here to replace contact centre agents, it’s here to make their work easier, more effective, and more fulfilling.
“AI transforms agent work, supercharging their abilities and reducing workload and stress.”
Here are three ways AI can support agents, reduce stress, and improve customer outcomes:
1. Real-Time Guidance and Support
AI acts as a smart assistant during live interactions, listening in and offering timely prompts or suggested responses, as Elizabeth explains:
“First, AI serves as a by-their-side assistant, monitoring employees in real time and offering guidance based on optimal interactions to lead to successful outcomes.”
This helps agents resolve issues faster, even difficult or emotionally charged ones, boosting their confidence and reducing performance anxiety.
2. Helping Agents Meet Performance Targets
By guiding agents toward best practices and showing them exactly what to say or do, AI removes common barriers to success.
“AI tells employees exactly what to say to quickly resolve customer issues, including with difficult or emotionally charged customer contacts.
This not only helps customers, but also boosts employee confidence, and morale, and eliminates potential roadblocks to employees meeting their targets.”
This allows agents to consistently hit KPIs without feeling overwhelmed or under pressure.
3. Automating Repetitive, Low-Value Tasks
Tedious post-call summaries and repetitive admin are often a source of agent fatigue. AI automates these tasks, freeing agents to focus on more fulfilling work, like solving complex problems and building customer rapport.
“Additionally, AI takes mundane repetitive work off agents’ plates. AI automates loathsome work so agents can focus on higher-value and more fulfilling work, like building stronger customer relationships. This empowers agents to do the work they want to do.”
If you are looking for more great insights from the experts, check out these next:
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Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 20th Jun 2025
Read more about - Video, Artificial Intelligence, Elizabeth Tobey, Empowering Agents, NiCE, NiCE CXone, Stress, Videos, Well Being
