Playvox
FEBRUARY 2, 2022
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? The Consequences of Agent Burnout.
Toister Performance Solutions
MARCH 2, 2023
Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." Burnout study overview A total of 951 contact center agents participated between January and February 2023.
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Playvox
APRIL 4, 2023
According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers.
CSM Magazine
OCTOBER 10, 2023
The experience a company provides is as important as its products or services, as confirmed in a study by Salesforce of nearly 17,000 consumers worldwide. While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences.
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.
Nicereply
MAY 28, 2019
All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. Outside of the negative effects on your agents, burnout also impacts your business.
Playvox
JULY 31, 2023
Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. Transitioning some responsibility to agents helps team leaders as well.
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