Want better performance? Give your employees a break

Sometimes the simplest solution is the best one. When it comes to managing workplace stress, my favorite solution comes from Anne Lamott, an American writer, who said that "almost everything will work again if you unplug it for a few minutes… including you." That's more than just a persuasive anecdote. It's actually backed by science. Taking a short break is not only good for our well-being, but it also improves our ability to focus and do our best work. 

My organization has been all-remote for four years now, and we've made several adjustments to prioritize the needs of our employees and try to keep them fresh and motivated. One such adjustment is a requirement that all inter-staff Zoom meetings end at twenty-five and fifty-five past the hour. That way, we all get at least five minutes to clear our heads, even on the busiest days. Judging by the company's consistently high Employee Net Promoter Score (eNPS), this approach bears fruit.

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Identify and mitigate stress

I've spent my career in and around customer service contact centers. These are notoriously high-pressure work environments, where the compounding nature of stress can quickly overwhelm agents as they help us sort through our medical bills, insurance policies and other customer service problems. 

Stress causes the most damage when it's allowed to accumulate. Taking back-to-back calls from sometimes irate customers takes a toll on agents. Each call is different, most are complicated, and there's strong pressure to solve each one quickly and move on to the next one. Mental composure is critical; but agents have no control over how long or how difficult a call may be, and pre-scheduled breaks often come and go because agents can't hang up on a customer just because the clock says, "break time." Time pressure, a lack of autonomy, and the relentless nature of the work compound stress and lead to burnout. 

In any workplace, contact center or traditional office, a measure of work-related stress is unavoidable, of course. But cumulative stress is preventable, and regular pauses are key to breaking the cycle of accumulation. A Microsoft study found that uninterrupted engagement over time raises the activity level of beta waves in the brain associated with stress, and that it takes only sixty seconds to transition the brain from its 'fight or flight' mode back to a state of general calmness. Another study from the National Institutes of Health (NIH) concluded that short breaks are actually conducive to the brain's ability to learn new skills. 

The evidence is clear: When employees enjoy opportunities to unplug, they're more likely to remain poised and effective. Deprived of such opportunities, they may lose focus and effectiveness, which can contribute to burnout, frustration, and ultimately, negative impacts to a brand's productivity or reputation. 

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Technology can enhance the human experience, and so can humans

Technology plays a key role in making sure employees get the breaks they need. In the case of call center employees, advanced automation systems can analyze real-time workflow data to identify when an agent might benefit most from a break. This targeted approach ensures that breaks are given at optimal times, maximizing their impact on reducing stress. Technology can also help manage the workflow to accommodate breaks for multiple employees simultaneously, without disrupting service levels across operations.

In addition to regularly scheduled breaks, surprise breaks can also be part of a broader strategy to improve working conditions. Again, technology can help by identifying who needs a break and when they need it — for example, after three consecutive meetings — but people managers should also be aware of when employees are experiencing greater levels of demand or are consistently working overtime. 

When automation and real-time data analysis are partnered, this allows us to provide strategic, real-time support to our teams in ways that were not possible just a few years ago. We can and should leverage technology in these ways to create healthier, more sustainable work environments. Real benefits are on the table, as workers who feel their employers are prioritizing their well-being are more likely to remain engaged and loyal.

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Promote well-being for a healthier workplace

The rise of remote and hybrid work models in recent years has introduced additional challenges, such as increased isolation. In a traditional office setting, agents might have found solace in brief interactions with colleagues in the hallways or around the water cooler. But remote work has eliminated such opportunities for socialization, further compounding stress. Technology can bridge this gap by facilitating seamless virtual interaction between team members and ensuring that employees remain connected to their managers and their coworkers.

Short breaks throughout the workday can be a simple yet highly effective strategic tool for combating stress and promoting employee well-being. By leveraging technology to implement breaks effectively, business leaders can create a healthier and more productive workplace. That will yield happier and more loyal employees and contribute to more successful organizations.