Contact centre work can be emotionally intense and fast-paced, and without the right training and support, even the most capable agents can feel overwhelmed.
By investing in development and building a strong workplace culture, you can create an environment where agents feel confident, valued, and less stressed.
To find out more, we asked Tatiana Polyakova, COO at MiaRec, to explain how providing training and support so agents feel prepared reduces contact centre stress.
Video: Training and Support Help Agents Feel Prepared
Watch the video below to hear Tatiana explain how to reduce contact centre stress by providing training and support to agents:
With thanks to Tatiana Polyakova, COO at MiaRec, for contributing to this video.
This video was originally published in our article ‘Ease Agent Stress – With These 15 Top Tips!’
How to Reduce Agent Stress Through Training and a Supportive Culture
Building a culture of mutual support and understanding can significantly reduce stress. Here are three tips to get you started.
1. Provide Comprehensive Training
Effective training goes beyond systems and processes, as Tatiana explains:
“Comprehensive training equips agents with the skills and knowledge they need to handle any situation with confidence.
Focus on both technical and soft skills, like communication and emotional intelligence. The more prepared they are, the less stressful their job will be.”
Training should include both technical knowledge and soft skills like empathy, communication, and resilience.
When agents are well prepared, they’re more confident – and far less stressed – when facing challenging interactions.
2. Build a Culture of Open Communication
Frequent one-on-ones and feedback sessions help agents feel heard and supported. Encourage supervisors to be approachable and genuinely listen to team concerns.
“Second, foster a supportive work environment, encourage open communication by having regular check-ins and feedback sessions.”
This creates psychological safety and helps spot issues before they escalate.
3. Use AI to Support (Not Replace) Your Supervisors
AI can take over time-consuming tasks like scoring and reviewing calls, as Tatiana continues:
“Implement AI to automatically score review calls to free up supervisor time to provide support to your agents. Also ensure that supervisors are approachable, and actively listen to their team’s concerns.”
This frees supervisors to focus on what matters most: coaching, mentoring, and supporting their teams through challenges.
If you are looking for more great insights from the experts, check out these next:
- Using IMPACT to Drive Better Outcomes With CCaaS
- How to Improve CSAT With the ACAF Model
- 4 Ways Purpose-Built AI Is Transforming CX
- 5 Ways Smart Routing and AI Improve Contact Centre Efficiency
Author: Robyn Coppell
Reviewed by: Xander Freeman
Published On: 7th Aug 2025 - Last modified: 8th Aug 2025
Read more about - Video, Agent Performance, Culture, MiaRec, Stress, Tatiana Polyakova, Training, Videos, Well Being
