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? Preventing Agent Burnout.
Playvox
APRIL 4, 2023
While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. It also could be a sign that the agents are overworked. A big contributor to this burnout and the resulting avoidance is customer behavior.
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Talkdesk
JULY 16, 2019
What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel. Contact center agents may also take issue with the performance metrics being used to assess them.
Playvox
DECEMBER 13, 2022
As you can see from the chart above, the more agents who are practicing interaction avoidance, the more negative experiences your customers can have. In turn, you’ll likely see undesirable feedback increasing when you analyze customer sentiment. What To Do if Contact Center Agents Are Participating in Interaction Avoidance.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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