Artificial intelligence was initially introduced as a support tool for contact center agents, but it has become a source of stress and burnout. Recent surveys show that 78% of supervisors are worried about rising agent stress negatively impacting customer experience. AI is acting more like a watchdog, intensifying pressure on agents who handle the most challenging calls after initial bot interactions fail. This shift has increased scrutiny, as automated quality assurance monitors all calls, creating a “Big Brother” effect that heightens anxiety. Experts argue that inadequate training for agents to work alongside AI exacerbates these issues. A study reveals that employees with AI training exhibit significantly higher trust in technology. Therefore, business process outsourcing (BPO) should rethink performance metrics to accommodate more complex calls. Genuine AI integration should empower agents, enabling them to view technology as a tool to enhance their skills rather than a threat.
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