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How to help contact center agents avoid burnout

Toister Performance Solutions

Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." That study found 74 percent of contact center agents were at risk of burnout. Wait, accountability?!

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Is the Contact Center a Good Career? Tenured Agents Say Yes

Balto

It’s constant practice and instant feedback as you work on your social skills.” – Lior Torenberg, Head of the Conversation Excellence Lab Let’s also bust the myths around introverts and sales. Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency.