Remove Agent burnout Remove Coaching Remove Quality management
article thumbnail

How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It)

Playvox

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

article thumbnail

Why AHTs Still Matter and 5 Ways to Improve Them

CSM Magazine

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging. Remember that understanding their role and goals was the most important factor in agent engagement.

article thumbnail

The Morale Doctor is In

Monet Software

If you fear a particular agent is suffering from burnout, offer immediate support, much like you’d comfort someone with a bad cold and recommend fluids and rest. Use the conversation to learn how the agent is feeling and allow them to talk about any difficulties they’re facing. Doing so might drive some new excitement.

Morale 100
article thumbnail

What is Call Center Performance Management?

Talkdesk

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

article thumbnail

Playvox Workforce Engagement Management Now Available for Dialpad

Playvox

Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center. Playvox synchronizes Dialpad users, the status of agents, customer interactions, and call center events — providing a single, comprehensive solution for workforce management and quality assurance.

article thumbnail

How to Control Call Avoidance and Interaction Avoidance

Playvox

When some agents avoid working with customers, that puts pressure on other team members to pick up the slack. This can lead to burnout, creating additional increases in agent stress that lead to high call-outs or high attrition rates. What To Do if Contact Center Agents Are Participating in Interaction Avoidance.