Video

24th October 2025

5 Ways Technology Supports Contact Centre Agents Every Day

Working in a contact centre is challenging, as agents face a fast-paced environment, high expectations, and tough conversations every day.

To manage this workload and maintain service quality, the right kind of support is crucial.

Increasingly, technology is stepping in to ease pressure and help agents stay confident, efficient, and focused.

To find out more, we asked Jonathan “Kenu” Escobedo, Customer Success Manager at MiaRec, to explain how technology can be used to support agents every day.

Video: New Ways Tech is Helping Agents: Save Agents From Manual Data Entry

Watch the video below to hear Jonathan explain the new ways technology is helping contact centre agents and how to save agents from manual data entry:

With thanks to Jonathan “Kenu” Escobedo, Customer Success Manager at MiaRec, for contributing to this video.

This video was originally published in our article ‘10 New Ways Tech is Helping Agents Right Now‘

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How Technology Is Making Life Easier for Contact Centre Agents

The demands of contact centre work aren’t going away, but with the right technology, the job can be more manageable and more rewarding.

“Being a contact centre agent isn’t an easy job – the pace is fast, the expectations are high, and the conversations can be tough. That’s why the right kind of support, especially from technology, can make a real difference.”

These tools aren’t about replacing agents, they’re about helping them do their best work, feel more supported, and stay engaged.

So lets take a look at five ways contact centres can use technology to help agents do their job better and with less stress:

1. Real-Time Support During Calls

Agents juggle multiple demands during a call – navigating systems, policies, and customer emotions.

Real-time support tools can help by offering quick prompts, answers, or guidance when a call gets complicated.

“Number one, real-time support while on the call. Agents have a lot to manage during a call – systems, policies, customer motions, and more.

Real-time support tools can help by offering quick access to the right information or prompts when things get complicated.

They’re not meant to take over the conversation, but to make it feel a little easier to stay focused and feel more confident, especially in high pressure situations. When well-designed, they support the flow of the conversation instead of disrupting it.”

These tools don’t interrupt the flow, they enhance it, and when done well, they give agents the confidence to stay focused and respond effectively in high-pressure moments.

2. Smarter Post-Call Work

After each call, agents typically spend time writing notes, selecting call topics, and tagging outcomes, but while necessary, this admin work can be repetitive and draining.

“Number two, post call work assistance. After a call ends, agents usually spend time summarizing the conversation, tagging topics and dispositions of a call, and entering notes into a system.

It’s necessary but repetitive, and it adds up over the course of a shift. With AI generated summaries and automated tagging, that process is now faster and more consistent.

It saves time, helps keep records accurate, and gives agents a break from manual data entry, which can go a long way in supporting morale and focus throughout the day.”

AI-driven summaries and automated tagging now make post-call processes faster and more accurate, which frees up time, reduces manual entry, and gives agents more headspace for the next conversation.

3. Easier Access to Knowledge

Finding the right answer during a live call can be more stressful than the conversation itself, but AI-powered knowledge tools simplify this by surfacing relevant answers in real time.

These systems draw on recent interactions and let agents ask questions in plain language, helping them resolve issues quickly and accurately, even if it’s a topic they don’t handle often.

“Number three, easier access to answers. Sometimes the hardest part of the job isn’t the conversation, it’s finding the right information while you’re in it.

AI powered knowledge tools are making that easier. Instead of relying on static documents or outdated manuals, these systems surface answers based on what’s actually being discussed in recent interactions.

Agents can ask a question in plain language and get relevant, up-to-date responses without digging through files. It doesn’t replace training, but it helps agents respond faster and with more confidence, especially when the issue isn’t something they deal with every day.”

4. Spotting Burnout Early

Burnout can quietly build over time.

Now, some teams use AI to track patterns in agent sentiment across calls, which means that subtle signs of stress or fatigue are flagged early, allowing managers to check in and offer support before it escalates.

“Number four, spotting burnout before it peaks. Burnout often shows up gradually in performance metrics, but also in how agents sound across their calls.

Some teams are now using AI to track patterns in agent sentiment over time. If stress or frustration starts to build, it gives managers a chance to check in before it turns into something bigger. It’s a simple way to keep an eye on agents well-being and open the door to support when needed most.”

It’s a simple but effective way to look after wellbeing and maintain long-term performance.

5. Automated, Actionable Feedback

Traditionally, agents might wait weeks for feedback based on a handful of call reviews, but with AI, every call can now be assessed automatically and fairly.

“And number five, automated feedback that helps agents improve. Instead of relying only on occasional manual reviews, many teams are now using AI to evaluate every call.

These systems apply the same standards to everyone, helping remove bias and making feedback more consistent. For agents, it means getting timely, actionable insights, often daily, rather than waiting for a QA session weeks later.

This kind of automated feedback loop helps agents spot trends, track progress, and make improvements over time with less guesswork.”

This gives agents timely, consistent insights they can act on right away, and regular, unbiased feedback helps agents see their progress and make meaningful improvements without the guesswork.

Author
Robyn Coppell

Robyn Coppell has worked as Digital Content Manager for Call Center Helper since 2021. After University her first job was in a contact centre and has stayed in this space ever since.

She has experience of contact centre operational management, software systems, css and php coding. She edits a lot of the guest content that is published on Call Centre Helper.

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