Despite the excitement around AI and digital transformation, there’s an area of innovation that’s being consistently overlooked by contact centre leaders – and that’s wellbeing technology.
Yes, it’s a thing. And no, you’re not the only one who’s never heard of it!
According to our research report, more than half of leaders didn’t even know wellbeing tech existed. Which is a bit mad, considering this tech could be the difference between keeping your best talent… or burning them out.
Time to get up to speed? Here’s everything you need to know…
What Is Wellbeing Technology?
Wellbeing technology refers to any digital tools, platforms, or systems designed to monitor, support, and improve the wellbeing of agents (be that mentally, emotionally, or physically).
Think of it as a blend between workplace analytics and compassionate leadership – but driven by data.
Examples of Wellbeing Technology
Here are several examples of wellbeing technology in action:
Real-Time Sentiment Analysis
Software, such as Cogito or Uniphore, can pick up vocal stress indicators – like pitch, tone, and speech pace – during live customer interactions.
The Startups 100 winner Unitary is also well worth exploring: it’s an AI safeguarding tool filtering out harmful content that’s unfit for human eyes. If a call handler is showing signs of emotional fatigue, a silent alert can be sent to their team leader, prompting a check-in or break.
Workforce Management (WFM)
Systems like Calabrio, NICE, and Verint now include features that let agents request shift-swaps, change breaks with as little as 15 minutes’ notice, or flag when they’re at capacity – empowering staff while reducing burnout from rigid scheduling.
As we heard first-hand on our site visit to Leeds Building Society (UK):
“When the leadership team saw how flexible working was really benefiting staff morale and helping retention in other contact centres, we started to use the flexible breaks option in the Calabrio WFM system to give our frontline teams much more freedom.
It’s been well received, and people love that they can go for lunch with their friends.” – Erweena Humpherson, Operational Optimisation Manager (Planning)
Employee Engagement Platforms
Platforms like WorkBuzz or Culture Amp offer anonymous wellbeing pulse checks that can be deployed weekly – asking agents how they’re feeling, what’s working, and where they need support. The results then help managers spot trends and act early.
AI-Driven Biometric Tools
These tools (still an emerging field) can use keyboard activity, posture tracking, or even facial expression recognition to assess wellbeing throughout the day – especially relevant in fully remote environments. While not yet widespread, tools like Emooter and Affectiva are paving the way.
Integrated Wellbeing Apps
Apps like Unmind or Headspace for Work, offer in-the-moment support – including mindfulness exercises, breathing tools, guided meditations, and short modules on topics like managing anxiety or improving sleep. These can be embedded into intranet, Slack, or daily dashboards for on-demand access.
How Does Wellbeing Technology Fit Into a Wellbeing Strategy?
From our research report, it’s clear that many contact centres have made positive strides – with more investing in mental health first aiders, wellbeing rooms, and even in-office yoga. But the challenge now is consistency, personalization, and proactivity.
Wellbeing technology takes things one step further by allowing you to:
- Track wellbeing trends – e.g. an increase in burnout signals after shift changes.
- Automate personalized support – e.g. sending check-ins to staff flagged as potentially stressed.
- Prove ROI on wellbeing investments with tangible data – e.g. improved retention rates after introducing real-time wellbeing monitoring.
- Intervene earlier – Before issues escalate into employee absenteeism or sick days.
Right now, though, most organizations are stopping at the surface-level initiatives. According to the research, only 12.6% are actively using wellbeing technology as a key tool, with 53.6% unaware it even existed until recently.
5 Must-Have Features to Look Out For
If you’re exploring wellbeing tech for the first time, here are five essential features to keep on your radar:
1. Real-Time Stress Management
Look for platforms that can provide live data on stress levels, workload, or emotional sentiment. The most effective tools can actually spot those shifts – such as a slight change in someone’s tone or the way they’re phrasing things that tell you stress is on the rise.
When those intelligent alerts pop up, it can give team leaders a chance to jump in right away and offer some help, ensuring everyone gets the timely support they need.
2. Flexible Scheduling and Break Management
Agents want control. WFM solutions that allow staff to adjust breaks with minimal notice or request shifts that suit their needs (especially for carers or neurodiverse employees) are crucial to modern employee experience.
For advice on the underlying principles of great agent scheduling, read our article: The Dos and Don’ts of Agent Scheduling
3. Integrated Mental Health Resources
Some wellbeing tech includes access to employee assistance programmes (EAPs), guided meditations, self-help videos, or chatbots for emotional support.
The key is integration: it’s not helpful if it’s hidden behind five firewalls and a forgotten password.
4. Data Dashboards for Managers
Your team leaders shouldn’t need to guess how their agents are doing!
The best wellbeing platforms offer dashboards with anonymized (but actionable) insights, so patterns can be addressed without breaching confidentiality.
5. Gamification and Positive Nudges
Encouraging wellbeing doesn’t have to feel heavy. Tools that gamify wellness through step challenges, gratitude logs, or hydration reminders can spark engagement in a way that feels light-hearted, not clinical.
Wellbeing Tech Mistakes to Avoid
Just because a tool promises miracles on the tin doesn’t mean it’ll land well.
Here are a few things to look out for to keep your roll-out from backfiring:
Don’t Confuse Surveillance With Support
Wellbeing tech should empower, not spy. Make sure your teams understand how data is being used – and that it’s there to help them, not monitor them unfairly.
Don’t Skip the Human Layer
Technology can detect signals, but only humans can offer empathy. Ensure managers are trained to respond appropriately to wellbeing flags and foster psychologically safe environments.
If you want to find out how to create empathetic team leaders, read our article: How to Limit Agent Burnout With Empathy-Led Leadership
Don’t Assume One Size Fits All
What works for a 23-year-old night shift agent won’t necessarily work for a 47-year-old single parent. Look for tech that allows personalization – or better yet, build a strategy that includes staff feedback loops.
Don’t Ignore the ROI Conversation
If you’re aware of the benefits for your team but need buy-in from higher up, don’t ignore the ROI conversation!
When making a case to senior stakeholders, frame wellbeing tech not just as a “nice to have” – but as a strategic advantage that supports retention, productivity, and customer experience.
Now Is the Time to Embrace Wellbeing Technology
According to our What Contact Centres Are Doing Right Now report, many contact centre professionals are currently focused on AI, channel automation, and operational costs. Fair enough.
But what’s being missed is the link between employee wellbeing and operational excellence. You can’t have great CX without great EX!
Sabio – who sponsored the Advisor Experience & Engagement section of the report – is one of the few providers actively bridging this gap by blending human insight, AI capability, and channel integration, and offering solutions that address both the customer journey and the agent experience holistically.
If you’re already investing in AI and customer-facing tech, then investing in your people’s wellbeing is one of the smartest things you can do right now.
Take Wellbeing Seriously Today and See the Benefits Tomorrow
The contact centre world is transforming at pace. But in the race to modernize, let’s not forget the people who make those interactions happen every day.
Wellbeing technology is here, it exists. And while many leaders are still unaware or unconvinced, the ones who take it seriously today will see the benefits tomorrow – in better morale, lower attrition, stronger teams, and ultimately, better customer outcomes.
Don’t let wellbeing tech be the best-kept secret in your strategy. Let it be your edge!
If you are looking for more ways to improve your employee wellbeing, read these articles next:
- Are You Taking Enough Care of Your Agents’ Hearing?
- How to Develop Psychological Safety in the Contact Centre
- 18 Sure-Fire Ways to Boost Agent Resilience
Author: Stephanie Lennox
Reviewed by: Jo Robinson
Published On: 20th Jan 2026
Read more about - Technology, Budget, Calabrio, Employee Engagement, Employee Experience (EX), Health Wellbeing and Stress, Leadership, Management Strategies, NiCE, NiCE CXone, Sabio, Scheduling, Staffing, Stephanie Lennox, Team Management, Technology Enablement Strategy, Technology Roadmap, Top Story, Workforce Management (WFM)
