Monet Software

NOVEMBER 11, 2020

That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? That’s burnout —and it’s a call center morale killer that usually strikes long-tenured employees but can quickly drag down motivation among almost anyone they come in contact with. . Loss of confidence.

Morale 100

Morale Agent burnout Contact Center Coaching 100

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. Excessive workload strict metrics 2. Focus on quality over quantity metrics 6.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Noble Systems

SEPTEMBER 3, 2019

So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them. Overworking agents. The survey revealed that agents at high risk for burnout were 63% less likely to have metric displays in their office. This enhances motivation, builds morale and a sense of community.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Build in time for agent coaching.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

APRIL 1, 2020

And, it gives you ample opportunities to celebrate progress, keeping morale high and teams engaged. When agents view your quarterly goals through the lens of their individual role, they can be intimidating. With objectives set, your agents have more manageable metrics and outcomes to impact.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Balto

NOVEMBER 2, 2023

Technology plays a key role here – by integrating different solutions, contact centers can seamlessly handle multichannel interactions, as well as collect and analyze data efficiently, all while ensuring that their agents’ efforts are directed efficiently while technology automates redundant tasks for them.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52