Agent burnout Employee engagement Feedback Schedule adherence 
Noble Systems
AUGUST 1, 2019
When agents are overloaded, they are often tardy to work, call in sick more frequently, take longer lunches and breaks, don’t show up to meetings and leave work early. If you notice that an agent’s schedule adherence has taken a dive, it is time to have a talk to determine if they are experiencing burnout.
Talkdesk
JULY 16, 2019
Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance. Contact center agents may also take issue with the performance metrics being used to assess them.
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