Contact Center Agent Burnout – Part 2, Causes and Remedies

Noble Systems

In Part 1 of this two-part series on contact center burnout we covered some of the warning signs of agent overload. Because burnout can lead to agent attrition – which can cost your business a tremendous amount each year. Overworking agents. Agents are human.

Telltale Signs: How to Identify Call Center Agent Burnout


Agents are required to deal with challenging, frustrated customers, with the knowledge that the calls (and their performance) are being monitored and timed. News Careers report found that customer service representatives suffer from below-average job flexibility.

Top 5 Posts in August

Contact Center Pipeline

Featured agent burnout automation call center contact center customer experience industry research managing millennials robocallsMillions of students returned to the classroom in August, which is National Back to School Month in the United States.

3 Ideas to Help Customer Service Employees Work Through Burnout

Myra Golden Media

I love where I am and what I do; yet recently I have experienced burnout. Guilt was my first response to burnout. I am grateful, actually, and yet, I was experiencing burnout. I’ve addressed, really still addressing, my burnout by doing 3 things.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Unhappy Customer Support Agents Mean Unhappy Customers


There are a lot of reasons a customer support agent might be unhappy. 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? What does a better experience look like? Good for the agent, good for the customer.

5 Benefits of Improving Agent Productivity


Despite new trends like automated support and chatbots , the human element remains a cornerstone of customer support. Many customers still want to talk to a human being. And when those customers do inevitably call in to the contact center, it’s important that they’re met by a prompt, knowledgeable, and efficient agent. Still, it’s crucial that we equip our agents to deliver a high-quality customer service experience. What sends customers packing?

What Your Agent Experience Says About Your CX


When you examine the customer support agent experience, you’re doing more than putting your customer service efficiency under the microscope. Support agents are the people who likely know your customer best. Just think about how many times your call center team interacts with customers daily. It follows that when you take the pulse of your agent experience, you’ll inevitably discover opportunities to improve the customer experience, too.

CX Trends You Need to Watch in 2018 [White paper]


It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Among them, one thing is certain: It’s time to invite your customers onto your team, and win. 2018 is game time.

5 Customer Support Issues You Could Have Handled with Self-Service?

bold360 Blog

We talk a lot about how self-service solutions can handle routine, repetitive customer questions, and free up your agents for more complicated, high-value customer issues. And by “the right kind” we mean a chatbot with Natural Language Processing (NLP) capabilities that can quickly and accurately recognize customer intent and context, rather than reacting only to very specific phrases and keywords that customers may or may not use.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

This is our 1000th Post! A Look Back at Our Greatest Hits


Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. AI is Not Reducing Call Center Agent Employment. Customer Service Lexicon.

9 Signs You’re a Customer Service Expert


The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Ways to Reduce Customer Frustration.

What is Call Center Performance Management?


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. Contact center agents may also take issue with the performance metrics being used to assess them.

A Self-Service Experience Well Worth the Click


The value of a low-effort web self-service experience cannot be underestimated. High support case volume and agent burnout. Frustrated, dissatisfied, disloyal customers. Not too long ago, we highlighted the straightforward click-nav experience on the Whirlpool® product help portal. Another MindTouch customer, Fisher & Paykel, has also integrated a user-friendly click navigation experience into its self-service portal.

How to Implement a Precise and Effective Omnichannel Strategy


In the race for customer loyalty, excellent customer service is a major asset. We’ve looked at ways to measure customer satisfaction , but this article will go into a means to provide it: a solid and clever omnichannel strategy. Omnichannel” customer support stems from its conceptual ancestor: “multichannel” support. Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. Less customer-central.

How Important is First Call Resolution for SMB Contact Centers?


A high FCR typically means you are also doing really well with: Customer Experience – You normally see high FCR and high CSAT scores going hand-in-hand. Average Handle Time – A problem is likely to be resolved on the first call if the customer gets their answer quickly.

2017 Conference Recap: ICMI Contact Center Expo

Call Center Coach

Learn about what is Customer Experience going to cost, why a customer experience strategy might be something you need, the three pillars, what’s your number one priority, bettering your focus, and who to connect with. Obvious Contact Center Agent Burnout Problem Revealed.