Agent burnout Analytics Coaching Customer Service 
Noble Systems
SEPTEMBER 3, 2019
When you factor in that call centers typically spend $8800 on hiring and training new agent, attrition can cost a 100-agent contact center about $325,600 per year. In addition, you may be risking your reputation and impeding the quality of customer service, which can lead to plummeting customer satisfaction.
JustCall
APRIL 15, 2024
As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. SQM research shows that 63% of the agents experience a high burnout rate.
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CSM Magazine
JANUARY 25, 2023
Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. Next, rethink flexibility—what does it mean for your agents in 2023?
Fonolo
AUGUST 3, 2021
You know that customer service is the backbone of your organization. Knowing where you stand with your customers and proving that value to stakeholders requires carefully crafted call center reporting that directly aligns with your organization’s Key Performance Indicators (KPIs). Important call center KPIs.
CSM Magazine
OCTOBER 10, 2023
While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. The beauty of cloud-first contact centre solutions is they make light work of scaling up and down as your business changes.
JustCall
MAY 23, 2023
JustCall’s participation at CCW 2023 promises to be a game-changer for businesses seeking to thrive in the rapidly changing customer service landscape. Visit us at Booth #505 at CCW Las Vegas Your customer experience is under scrutiny in the contact center and customer expectations are at an all-time high.
CSM Magazine
SEPTEMBER 10, 2021
Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers. Training/Coaching. A recurrent response by agents is that they want to be empowered to help customers. Customer Challenges. The Technology Gap.
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