In the contact center, the quality of the customer relationship is put to the test every day – but this also includes the workload and satisfaction of employees. Stress, high expectations, and technical issues often lead to frustration, high turnover, and a drop in performance.
To counteract this, companies need to deliberately focus on improving the employee experience – and that doesn’t start with a fruit basket, but with smart processes and the right technology.
What is Employee Experience?
Employee Experience (EX) encompasses all the experiences employees have within a company – from their first day on the job to their daily interactions with tools, processes, and teams.
In customer service in particular, this experience is often shaped by:
- high workload and time pressure
- repetitive tasks
- lack of support in day-to-day work
- little transparency in processes
The consequences: increasing dissatisfaction, overload, and in many cases, high employee turnover.
Employee Experience in the Contact Center
A motivated service team has a direct impact on key areas in the contact center:
- faster resolution times (FCR)
- lower error rates
- higher customer satisfaction
- stronger identification with the service role
When employees are empowered to do their jobs well, they enjoy their work – and customers notice the difference.
Where tools truly help to relieve the pressure
Technology can significantly improve day-to-day work in the contact center – provided it is thoughtfully integrated and designed with people in mind, not just efficiency.
CUBE: Clarity instead of overload
CUBE brings together all communication channels on a single interface and integrates telephony with existing CRM systems. When a call comes in, agents immediately see all relevant customer data. This not only reduces stress, but also enables a confident, seamless conversation – no more jumping between systems.
ECCO: Real-time support
ECCO, the AI for voice channels, analyzes conversations live and provides agents with context-sensitive suggestions, appropriate responses, and relevant background information – exactly when it’s needed. This strengthens agents’ confidence and helps them handle even complex issues with ease.
PRISM: less post-processing, more focus
Many service inquiries involve documents, forms, or image attachments. PRISM automates these processes: it analyzes and structures content, assigning it directly to the correct case. Manual post-processing is significantly reduced – freeing up time for genuine service quality.
Conclusion: Employee experience isn’t a luxury – it’s the foundation of modern customer service
A positive employee experience in the contact center doesn’t happen by chance – it’s the result of deliberate decisions that prioritize transparency, support, and smart tools. Solutions like CUBE, ECCO and PRISM provide the foundation for service teams not just to function, but to thrive.
Want to know how to improve the employee experience in your service environment? Let’s analyze where the greatest impact lies – we’ll support you in selecting and integrating the right tools.