Observed Signal · Feb 6, 2026 · Other · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
Contact Center AI May Increase Agent Stress, Survey Shows
This editorial examines how contact center AI deployments, despite promises of relief, may be increasing agent stress and eroding professional judgment. Citing Omdia's 2025 Digital CX Survey, it reports that 75% of North American contact center leaders believe AI investments are increasing agent stress, and 87% of agents report high stress levels with over half showing chronic burnout symptoms. The author argues that layering AI onto legacy workflows, real-time guidance systems, and efficiency-first KPIs like average handle time create 'vigilance labor' and send conflicting signals. He recommends making AI guidance optional, retiring metrics that reward speed over resolution, and redesigning workflows before adding AI. The piece positions AI as a partner that should handle repetitive tasks and free agents for human connection, not as a replacement or an enforcement tool tied to pay and discipline.
Editorial analysis on AI deployment in contact centers based on survey data; relevant to MarTech/AdTech as AI-driven customer service tools are part of the martech stack, but not an industry-shifting event.
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Key Takeaways & Evidence Grounding
- 75% of North American contact center leaders believe AI investments may be increasing agent stress (Omdia 2025 Digital CX Survey).
- 87% of agents report high stress levels, and more than half describe symptoms consistent with chronic burnout.
- The article identifies layering AI onto legacy workflows and efficiency-first KPIs as core problems.
- Author Mark Speare is Chief Client Officer at B2BROKER, a fintech solutions provider.
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1 Entity mapped“According to Omdia's 2025 Digital CX Survey, 75% of North American contact center leaders now believe their AI investments may be increasing...”
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