Agent burnout Management Morale Personalization 
MiaRec
MAY 11, 2024
In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent.
Fonolo
JULY 13, 2021
Here are some of the most common causes for agent burnout: Unsustainably high workload. Working long hours, receiving verbal abuse from customers, feeling snubbed by management, and not seeing any progress are enough to make an employee feel hopeless. Luckily, burnout doesn’t have to be part of your business culture.
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Fonolo
SEPTEMBER 28, 2021
Congratulations, call center manager! 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. The Contact Center Guide to Managing Spikes in Call Volume. Click To Tweet.
JustCall
APRIL 15, 2024
As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. To avoid burnout, you can follow these strategies: 1. Repetitive tasks 3.
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. When companies require agents to work even more hours than originally scheduled, managers are just adding to the strain. Agents are human. Humans have limits.
CCNG
MARCH 8, 2023
As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. You know that preventing these types of scenarios is key to keeping morale high and productivity consistent—but how? So, what if the issue is apathy?
Contact Center Pipeline
AUGUST 10, 2021
I pause to allow the other person on the line to speak. The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].
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