10 Effective Strategies to Improve Agent Productivity in Customer Support

High ticket volumes

Your agents spend too much time answering the same basic questions. Instead of focusing on complex issues, they get stuck handling repetitive requests. 

Without automation, ticket queues pile up, leading to longer wait times and frustrated customers.

Lack of proper training

Even the best tools won’t help if agents don’t know how to use them. Many struggle with outdated training programs that don’t prepare them for customer interactions. 

Without ongoing coaching, they waste time searching for answers instead of resolving issues quickly.

Disorganized workflows

An inefficient system slows everything down. When agents jump between multiple platforms or manually sort tickets, productivity drops. Poorly structured workflows lead to mistakes, unnecessary escalations, and longer resolution times.

Burnout

The constant pressure to meet performance targets can wear agents down. Long shifts, stressful calls, and unrealistic expectations can also lead to disengagement and high turnover. 

This leads to agent burnout, which ultimately impacts productivity. In fact, approximately 59% of call center employees are at risk of burnout, with 28% nearing acute burnout syndrome. And note, replacing a call center employee can cost between $10,000 and $15,000.

1. Implement AI and automation for repetitive tasks

AI and automation can help your agents work faster and more efficiently. Instead of manually handling every request, they can focus on solving complex issues that need a human touch.

Think about a customer asking for a refund. An AI agent can process the request instantly so that your agent doesn't have to handle the same inquiry repeatedly. 

Also, if a customer asks a detailed question, AI can gather relevant information from its training dataset, saving your agents the time they’d waste searching through documents. 

The best thing is that advanced AI agents in customer service can detect urgency, like a frustrated customer complaining about a failed payment, and route the ticket to the right agent immediately.

2. Use a centralized knowledge base

Creating a single source of truth for all your knowledge resources makes it easier for agents to find information. This way, they will spend less time hunting for information and will focus on delivering faster, superior support to your customers.

A unified knowledge hub may include FAQs, product manuals, troubleshooting guides, and company policies. This may benefit your agents in the following ways:

• Quick resolutions: Since agents can get information at their fingertips, it can reduce response times and improve metrics like average handling time
• Consistency: All agents provide the same level of service and accurate information that can enhance customer satisfaction
• Faster onboarding: Recruits can learn faster from a well-organized, comprehensive resource

3. Adopt a unified agent workspace

47% of digital workers struggle to find the appropriate information to perform efficiently. An all-in-one agent workspace can solve this problem by bringing everything from customer history and tickets to communication channels into one place. 

So, when an agent needs to look at the history of a customer order, instead of digging through emails or asking another team, the unified workspace instantly provides information about order details, past conversations, and resolution options in one dashboard.

4. Use analytics for performance insights

Regularly measuring agent performance metrics can help you quickly identify what’s lacking and create strategies to improve it. 

Advanced data and analytics tools can document agent performance and customer service metrics, such as first call resolution, average handling time, and average wait time.

Once you have this information, review it and discuss it with your agents. If necessary, create targeted training sessions to educate agents on proper call center etiquette and strategies. This will motivate agents to do better and deliver better service.

5. Introduce self-service options and tools

Self-service tools, especially AI agents, can significantly improve agent productivity by handling repetitive tasks and reducing ticket volume. Moreover, the majority of respondents in a recent survey indicated they are open to chatting with an AI chatbot first. 

AI agents can act as the first point of contact, answering FAQs, assisting with password resets, and helping with order placements. 

Instead of agents handling every minor request, these resolve common issues instantly. If a customer needs further assistance, the AI agent connects them to the right human agent, ensuring a smoother workflow.

There are even sales-focused AI agents that can guide customers through the shopping process and offer product recommendations based on browsing history or past purchases. 

For example, H&M’s chatbot asks users about their style preferences to suggest matching outfits. This can significantly reduce the burden on the sales team while improving conversions. 

6. Establish clear expectations

Now, let’s come to the granular level of tackling productivity management in customer service. A classic move—setting clear and specific expectations will alert agents to meet their goals. This will also allow agents to plan and manage their time while completing daily tasks. 

Without clearly defined expectations, agents may be confused or even get distracted by unnecessary tasks.

For this, you can use KPIs to set goals for your agents that may include:

• Average handle time
• First reply time
• First contact resolution rate
• Number of tickets handled per hour
• Customer satisfaction score

7. Provide continuous learning and upskilling

Well-trained agents work faster, make fewer mistakes, and provide better customer service. A lack of proper training can make the agents confused and overwhelmed, unable to manage interactions as they should. 

Highly skilled agents are more likely to feel confident and engaged in their roles, resulting in higher job satisfaction. You can utilize Interactive training methods, like role-playing or real-time feedback, to prepare agents for real-world scenarios. 

8. Empower agents with decision-making autonomy

Working in a contact center can become monotonous. Agents usually follow a set system of responses and processes that can make them feel repetitive and lethargic. 

You can turn this around by giving your agents a certain degree of autonomy and some leeway to make independent decisions. This can feel empowering and can boost their productivity to a huge extent.

9. Gather and implement agent feedback

We all want to feel valued and heard. Periodic surveys collecting agent feedback sends a good message. This can also bridge the gap between management and customer service team members.

These surveys can generate many new ideas and act as quality control for customer service teams during times of high agent turnover. In most cases, agent feedback can identify problems early before an internal problem gets out of control.

10. Promote work-life balance

According to The Hartford, 63 % of employees report that their overall health and wellness impact their productivity at work. Prioritizing agent well-being leads to higher job satisfaction and efficiency. 

Consider the following actions:

• Offer regular breaks: Short, frequent pauses help maintain focus and reduce stress
• Keep work schedules flexible: Allowing your team to adjust their working hours can help them manage personal commitments and reduce stress
• Manageable workloads: Distribute tasks evenly to avoid overwhelming your agents

Focusing on these areas creates a positive environment where agents remain engaged and productive.