Contact Center Agent Burnout – Part 1, Warning Signs

Noble Systems

Agents are expected to deal with demanding customers, be knowledgeable about many products and services, adhere to changing compliance regulations, all while being continuously monitored and timed. Ultimately these agents get burned out which can result in attrition.

What is Call Center Performance Management?

Talkdesk

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.