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Insights and Expertise

goal is not to replace agents with technology, but to enable
them to work more efficiently while maintaining a high
standard of service. When agents feel knowledgeable

Focus on training and stress management and supported, they handle calls
with greater confidence,
Understandably, the high stakes involved in the acquiring
side of banking and merchant services can weigh on agents’ reducing stress and improving
stress levels and mental health. Financial institutions that
fail to support their workforce risk increased absenteeism, customer outcomes.
higher attrition rates and lower service quality. Addressing
agent stress isn’t just about reacting to problems as they
arise; it’s about building a culture that prioritizes well- Advanced automation solutions can dynamically adjust
being from the start. staffing levels, ensuring that no single agent is overloaded
while others remain underutilized. Automation can also
Merchants and other payment-accepting businesses provide supervisors with real-time alerts when agents
expect expertise when they call for assistance, but if agents exhibit signs of strain, allowing them to intervene early
feel underprepared, they’re more likely to escalate calls, and prevent long-term performance declines.
prolong interactions and increase customer frustration.
By addressing burnout proactively rather than reactively,
AI-driven knowledge assistants can surface relevant ISOs and other merchant service providers can create
fraud protection and reporting practices, tax policies an environment where agents remain engaged and
and procedural steps in real-time, ensuring agents have productive even under stressful conditions.
immediate access to accurate information.
Valued agents value customers
Microlearning modules can provide targeted training
between calls, reinforcing key financial regulations and A business thrives when customers feel valued—but the
other updates without disrupting workflow. When agents same principle applies to employees. Agents who feel
feel knowledgeable and supported, they handle calls appreciated, supported and well-equipped to do their jobs
with greater confidence, reducing stress and improving are more engaged, they perform better, and they stay with
customer outcomes. the company longer. Employees who feel valued are more
committed to their work and are willing to go the extra
Beyond training, financial institutions must prioritize mile for customers.
agent well-being. Overworked employees are more
likely to disengage, make costly mistakes, or leave their A workplace that prioritizes well-being fosters
jobs altogether. Wellness-focused automation can play camaraderie, teamwork and mutual support. Engaged
a key role in maintaining agent resilience. Automated agents provide better service, leading to higher customer
scheduling tools can dynamically insert breaks when call satisfaction and stronger financial results.
volume temporarily dips, preventing exhaustion before it
sets in. Contact centers don’t need to be places of burnout and
frustration. With the right strategies in place, customer
Real-time sentiment analysis can detect signs of stress service and technical support staff can strengthen
or frustration in an agent’s voice, prompting supervisors customer relationships, improve operational efficiency,
to intervene with coaching, support or a schedule and build a work environment where both agents and
adjustment. Simple wellness interventions, such as customers feel valued. When businesses put people
guided breathing exercises, ergonomic prompts and clear first—both their customers and their employees—success
workload expectations, can make a significant impact on follows.
preventing burnout.
Jennifer Lee has 20 years’ experience in the contact center industry
Address agent burnout
with more than 15 years as a people leader. Throughout her career,
Stress is a normal component of most jobs, and as long as Jennifer has served in a variety of roles in the contact center space,
it’s not allowed to accumulate, it’s generally manageable. including operations, quality, workforce management and client ser-
When it’s not, it can lead to burnout. vices. As president and co-CEO, Jennifer leads Intradiem's operations
and people management. Prior to this role, Jennifer served as the
To prevent the corrosive effects of burnout, supervisors company's chief operating officer, chief strategy officer and has led the
must monitor early warning signs, such as increased customer success organization. Contact her via LinkedIn at linkedin.
after-call work, longer handling times, rising customer com/in/thejenniferlee.
frustration scores and declining employee engagement
metrics.

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