Smarter CX Starts With Your Agents – And a Unified Platform

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Written by 8x8

8×8 explores how disjointed tools and outdated workflows are quietly fuelling agent burnout, and reveals how a unified, AI-powered platform can streamline operations, simplify the agent experience, and elevate customer service at its core.

What’s the #1 Cause of Agent Burnout in Contact Centres?

Let’s talk about your agents. You know-the multitasking marvels, toggling between six different tools just to answer one customer question.

If that sounds familiar, your CX stack might be due for a serious upgrade.

Modern customer experience isn’t just about friendly agents and fast responses. It’s about giving your team unified tools to deliver effortless, personalized service, without needing a PhD in tab management.

We’ve been digging into how smarter CX really starts at the agent level-and what’s getting in the way.

Why Agent Turnover is Quietly Wrecking Your CX

Here’s what the data says:

The average contact centre agent stays just over a year.
Onboarding is time-consuming, especially when your tech stack feels like duct tape and browser tabs.
Agents lose 9% of their time just switching between apps

The result? Burnout, churn, and clunky service. And no, layering in more software isn’t the answer.

Smarter tools are.

What’s the Best Way to Empower CX Agents?

Start with a platform that actually works for them.

Forget dashboard overload and swivel chair shuffle. Picture a single intelligent workspace for voice, chat, email, and context – all in one place.

We’ve seen how unified, AI-powered tools are helping CX leaders turn reactive support into something far more efficient and agent-friendly.

Why Unified Communications and Contact Centre Are The Backbone of Exceptional CX

Disconnected systems don’t just slow you down, they alienate your customers. When UCaaS and CCaaS tools live in separate silos, context drops, insights disappear, and support starts to feel… disjointed.

But when everything happens on one intelligent platform, the shift is immediate:

Customer context travels across every channel.
Frontline and back-office teams collaborate in real time.
Every interaction becomes faster, smarter, and more satisfying.

Want to see what this looks like in the wild? One global retailer made the switch – and the difference was night and day.

How Can AI Actually Improve the Customer Experience?

AI isn’t just a buzzword – it’s a business advantage. But only if it’s part of your workflow, not just bolted on.

Used right, it becomes the difference between chaos and clarity. Between overwhelmed agents and proactive support.

We break it down in detail – including real-life examples of what happens when AI is baked in, not bolted on.

What’s The Cost of Doing Nothing?

Let’s be honest: Your legacy CX stack isn’t just outdated – it’s actively holding you back.

And your competition? They’re already exploring unified, AI-powered CX platforms that deliver:

Reduced agent burnout.
Faster, smarter service.
Lower costs and higher ROI.

So the question isn’t if you should modernize – it’s how soon.

Want to See What Smarter CX Actually Looks Like?

We’ve pulled together the insights, examples, and proof points into one quick, practical guide. It’s a simple way to move from clunky to connected – and help your team make every conversation count.