2011 Agent burnout Contact Center Customer Service 
Fonolo
FEBRUARY 14, 2019
Agents are required to deal with challenging, frustrated customers, with the knowledge that the calls (and their performance) are being monitored and timed. News Careers report found that customer service representatives suffer from below-average job flexibility. The Top Contact Center Trends to Watch in 2019.
Balto
FEBRUARY 6, 2023
With year-over-year attrition rates reaching 45% or above , the contact center can seem like a transient job. But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so.
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