Engaging Agents in the Age of Complex Calls and AI

Guest post by Shaunna Wilson, Route 101's Technical Consultant, who works closely with organisations to improve Workforce Engagement Management (WEM) practices.

As AI continues to automate routine customer interactions, the role of human agents is transforming. No longer tasked with simple queries, today’s agents are the frontline experts handling emotionally charged, tougher calls that demand empathy, judgment, and advanced problem-solving.

This shift presents both an opportunity and a pressing challenge for managers: How do you keep agents energised, supported, and engaged when the calls get tougher?

These calls can be rewarding, yes, but also draining. When agents repeatedly deal with difficult conversations, burnout becomes a real risk.

Signs of disengagement include:

• Decreased empathy or patience
• Drop in solution creativity
• Low morale or high turnover
• Avoidance of high complexity cases

Strategies to strengthen engagement:

To keep agents thriving, leaders must reimagine how they engage their teams.

1. Normalise emotional support

• Offer access to wellness resources, mental health check-ins, and peer debriefing sessions
• Train managers to spot emotional fatigue early

2. Build skill confidence

• Provide scenario-based coaching for advanced calls
• Create role-play sessions with feedback from experienced agents
• Consider the level of multiskilling you provide to agents - don't burn them out with too many complex skills and emotional differences

3. Redesign performance metrics

• Shift focus from speed to quality and empathy
• Highlight soft skills like emotional intelligence and adaptability

4. Celebrate complexity

• Recognise agents who master difficult conversations
• Run “Win of the Week” spotlights with call breakdowns and praise

5. Involve agents in AI training

• Ask agents to review chatbot transcripts and flag gaps
• Empower them to suggest improvements, giving them a stake in the AI-human collaboration

6. Encourage peer mentorship

• Pair champion agents with new agents to guide them through tough cases
• Build knowledge-sharing communities using forums or video tips

Leading with empathy and purpose:

Agents handling complex calls are doing deeply human work. They’re mediators, problem-solvers, and emotional first responders. Technology may lighten their workload, but it also raises the stakes.

Keeping these agents engaged requires not just better processes - but a better culture. When complexity is treated as a craft, not a burden, and agents are supported with the right tools, care, and recognition, the result is a team that thrives under pressure and delivers powerful customer experiences.

Want to learn more?

If you’re looking for more practical guidance, our whitepaper Building Resilience in Contact Centres takes a closer look at the causes of burnout, early warning signs, and strategies that bring together technology and empathy. Download it here or click on the image below.