CCNG

MARCH 8, 2023

Agents do not come preloaded with indifference; it builds over time as job roles and values fail to align, or expectations of performance and development are either unknown or unrealistic. Managers need to dive in deep and understand what could have resulted in such a disengaged workforce. So, what if the issue is apathy?

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

MAY 4, 2022

It's the pressure of working with demanding customers every day in a highly structured environment which makes agent burnout a real thing. Given this information, what can contact centers do to help reduce agent churn and keep agents employed? And, according to Forbes via the U.S.

Agent burnout 195

Agent burnout Contact Center Call Center Personalization 195

CCNG

MAY 11, 2022

If you interact with call center agents in the U.S., then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. In fact, today's advanced tools were not available just a few short years ago.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195