Combating Technology Fatigue in the Contact Center

While the new normal of working remotely has allowed contact center agents to stay safe and, in some cases, increase their productivity, it also has changed how employees relate to one another. With this, companies have identified the skills and abilities necessary to engage remote workforces and collaborate online. But new challenges surface as we add digital tools and software to meet the needs of customers — and potentiate employee performance.

Contact center employees face a lot during a single day of work. Not only are they the face of your brand and good name, they also must answer inquiries, review and validate client information, come up with effective solutions to questions, manage their time to properly service clients’ needs, and even attend trainings. And they often need to do all of this through multiple interactions and tools. Navigating these disparate tools and software ultimately leads to poorly executed tasks.

Repetition and Technology Fatigue
Repetitive tasks and changes to different tools that employees use create technology fatigue — a state of mental exhaustion and disengagement that occurs when people are required to use numerous digital tools and apps repeatedly. This decreases agents’ ability to execute their daily tasks efficiently — and that affects productivity and job quality. It even causes physical symptoms, such as sore and strained eyes, frequent headaches, back pain, and sleep deprivation.

Several factors cause technology fatigue, including the need to exert a lot of effort and execute different processes only to achieve a single task; over-scheduling daily tasks, contributors, and tools needed; and the need to demonstrate good performance. And because of technology fatigue, it’s common for employees to become frustrated and eventually abandon a task. This translates to a drop in productivity — and that affects your business outcome and bottom line.

Finding Balance for Employees
Companies must find a balance in employee productivity and the employee experience. It’s important that, with the abundance of digital tools available in the workplace, companies ensure their employees are positive and focused so they can achieve success.

This often means reducing the steps employees must take to achieve tasks, making conversations with employees more meaningful, giving them tools that keep them engaged without creating extra work and reducing the number of interfaces they have to handle.

To learn more about technology fatigue in the digital workplace, join Jeff Whitt’s session at the SWPP Annual Conference. Jeff will discuss the effects digital tools have on employees and he’ll share ideas on how to find the right balance between achieving productivity and keeping employees engaged, positive and successful.

And find out why Frost & Sullivan awarded Genesys with the 2020 Frost Radar Best Practices Award for Innovation Excellence in Workforce Optimization.