Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. It also could be a sign that the agents are overworked. A big contributor to this burnout and the resulting avoidance is customer behavior.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Global Response

AUGUST 7, 2023

Instead, create a culture of transparent communication, open dialogue and honest feedback—between and within employees and management. Lead by example and be open and honest about company decisions and foster a culture where employees feel open to dialogue and feedback. What role does communication play in call center culture?

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Xaqt

FEBRUARY 26, 2020

For this reason, we created a program that combines Xaqt’s Cognitive IVR and Engagement Suite with business continuity best practices to get you prepared and mitigate the potential impact to your business or services should the situation deteriorate.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Fonolo

SEPTEMBER 28, 2021

They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. If they struggle to find the words to assist you or are unable to demonstrate empathy in their response, offer them feedback and try the exercise again. 5 Best Practices for Training Remote Call Center Agents.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Voxjar

JANUARY 11, 2018

Less Agent Burnout – A first call resolution leads to less customer frustration directed towards reps and makes an inherently stressful job more enjoyable. Retaining excellent employees and giving your employees the support and feedback they need to be excellent is where your big gains come from. What you measure improves.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40