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. Here are some examples of tools and technologies that can help your contact center run more efficiently and relieve your agents from repetitive tasks so that they can stay focused on more complex calls.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Fonolo

SEPTEMBER 28, 2021

Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. Being an amazing agent takes a great deal of patience, empathy, and problem solving.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

CSM Magazine

OCTOBER 10, 2023

What is more, 80% of consumers expect to solve their complex problems by speaking to just one person and yet between hold times, hand-overs, and ill-equipped agents, over half claim their interactions with support staff remain fragmented.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? Inadequate tools and resources.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

CSM Magazine

AUGUST 8, 2023

Trust them—if you’ve deployed speech and desktop analytics, you’ll probably find that your best performers already do this, unofficially.While tapping into the mood of the frontline, VoE analytics can also uncover potential knowledge and skills gaps and in so doing, empower agents along their own path to self-improvement.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

Fonolo

OCTOBER 25, 2022

This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This may include sick days, unapproved personal days, and extended breaks at the office. Keep in mind that some of these factors will be outside of management’s control — here are a few examples: Sick days and personal days.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Playvox

DECEMBER 13, 2022

Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. While some might only see this as an agent behavior issue, the truth is, it’s a broad problem with a significant impact on the business. If only one person is practicing interaction avoidance, the impact is fairly small.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84