SharpenCX

OCTOBER 9, 2018

Losing agents costs your company thousands of dollars, slows productivity, and brings down agent morale. The post 8 Reasons for Agent Burnout (and how to avoid it) appeared first on Sharpen Contact Center Software. We know that attrition is taxing on contact centers, but why is.

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Agent burnout Contact center software Morale Contact Center 72

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? The Consequences of Agent Burnout.

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Agent burnout Contact Center Gamification Agent Empowerment 68

NobelBiz

MAY 12, 2020

Looking at the signs of employee burnout, the most common causes, and how to prevent agent burnout before it's too late to take action. The post Agent Burnout: The Silent Productivity Assassin appeared first on NobelBiz®.

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Agent burnout 52

Babelforce

SEPTEMBER 22, 2023

It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500. But what exactly is agent burnout? Read on for: • What is Agent Burnout? • Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important? And who can blame them!

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Agent burnout Contact Center Call Center Surveys 52

ChaseData

JANUARY 8, 2020

Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. How can you decrease the problem of call center agent burnout, without sacrificing productivity and profit?

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Agent burnout Call Center Management 52

Noble Systems

AUGUST 1, 2019

Gamification can motivate agents and keep them engaged, productive and happy. What warning signs of agent overload have you noticed in your contact center? The post Contact Center Agent Burnout – Part 1, Warning Signs appeared first on Noble Systems. These enabling technologies will also be discussed in Part 2.

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Agent burnout Contact Center Schedule adherence Gamification 62

Knowmax

JUNE 22, 2022

The post 4 Ways To Overcome Call Center Agent Burnout With KM appeared first on Knowmax.

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Agent burnout Call Center 52

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. They allow agents to know when a peer has achieved a specific goal so that they can provide them with kudos and encouragement to keep going. Contact center technology can alleviate agent burnout.

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Agent burnout Contact Center Gamification Interactive Voice Response 53

NobelBiz

JUNE 16, 2020

It’s just that, in some cases, the short-term positive results aren’t worth the mental and physical repercussions your agents may start showing in a couple of weeks if they’re not handling the situation properly. In order to better address the now rising levels of call agent burnout, let’s first look at the most common signs of burnout.

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Agent burnout Call Center Contact Center Feedback 52

Mindtouch

FEBRUARY 6, 2018

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS. Customer self-service – the agent burnout antidote.

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Agent burnout Self service Call Center Morale 54

Anexa BPO

AUGUST 11, 2022

The post CX Agent Burnout – How to Deal first appeared on Anexa BPO. Anexa can provide your company with the opportunity to create and sustain meaningful customer relationships that drive your brand, while allowing you to focus on the core activities that strengthen your operations.

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Agent burnout outsourcing voip Customer centricity 52

MiaRec

MAY 11, 2024

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. The constant stress and lack of work-life balance can result in agent burnout.

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Morale Contact Center Agent burnout Personalization 105

ShepHyken

MARCH 20, 2023

It says reducing agent burnout is one of the top priorities for customer contact leaders. He contacted me (and several other experts) for comments about agent burnout. There’s plenty of good information here, including why call center agents are burning out and what companies are doing to prevent it.

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Journey mapping Agent burnout Customer Service Airlines 31

Fonolo

SEPTEMBER 30, 2021

Agent burnout. Adherence is one of the biggest indicators of burnout , and it most often stems from the agent not having enough support in their role. Pay attention to challenges each of your agents are having, and ensure they have the proper training and tools to do their work confidently.

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Call Center Schedule adherence Agent burnout call center software 136

Fonolo

SEPTEMBER 28, 2021

Note which times on which days are busiest and be sure to schedule your agents accordingly. Focus on preventing employee burnout. Effective scheduling is your first defense against agent burnout. Your second is employing technology that alleviates some stress from your agents.

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Call Center Management Agent burnout Employee engagement 150

CX Global Media

JULY 1, 2017

Obvious Contact Center Agent Burnout Problem Revealed. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Watch Tim Kennedy of Shaker share how contact centers can identify best-fit candidates more effectively. Get the full article.

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Contact Center Agent burnout Interactive Voice Response Chatbots 13

ShepHyken

APRIL 10, 2023

Another article on the employee experience, and specifically the agent experience. Our second article this week from TextExpander focused on agent burnout. This article includes ten “pillars” (tactics and strategies) that help customer service agents feel connected, motivated, inspired, and more.

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Customer Service Agent burnout Chatbots Engineering 31

SQM Group

FEBRUARY 24, 2023

In this week's blog, we cover 7 tips to measure and recover from call center agent burnout, one of the call center industry’s biggest problems.

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Call Center Agent burnout 91

Fonolo

AUGUST 10, 2021

How Your Call Center Can Overcome Agent Burnout. Both joy and tension can be felt even on a phone call, so the happier your team members are, the more likely they are to have positive interactions with their customers. Continue to invest in customer service even after you’ve nailed down your strategy.

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Contact Center Customer Service Agent burnout Customer Care 167

Fonolo

OCTOBER 12, 2021

5 Tips to Prevent Call Center Agent Burnout Before it Begins. Develop agent seating plans. Assigned seating may remind you of grade school, but this approach can really help support your agents so they can do their best work on the daily. 5 tips for optimizing your call center workplace layout.

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Call Center Agent burnout Abandon rate call center workforce 147

CCNG

MARCH 8, 2023

Leaders need to empower their agents with the right resources and provide them with strategies to handle emotionally draining tasks. Moreover, striving for efficiency without compromising customer service is even more important; good customer service should never come at the cost of agent burnout.

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Morale Contact Center CCNG Agent burnout 195

Toister Performance Solutions

MARCH 2, 2023

Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." That study found 74 percent of contact center agents were at risk of burnout.

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Contact Center Agent burnout Surveys Accountability 100

Fonolo

AUGUST 5, 2021

If your staff feels like their workload is manageable, it’ll help keep burnout at bay, leaving agents with some more mental capacity to engage in training sessions. How Your Call Center Can Overcome Agent Burnout.

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Best practices Call Center virtual call center Agent burnout 159

Fonolo

MARCH 25, 2021

When agent satisfaction is left unaddressed, agent burnout comes into play. What would make your daily work experience better? Do you have the tools and resources you need to provide excellent customer service? Work-life balance. A survey is a great opportunity to explore this.

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Call Center Surveys Agent burnout Contact Center 147

TechSee

MAY 4, 2021

Agent Burnout. With days filled with frustrated customers, confined to a cubicle, and often on a low pay scale, some agents will inevitably experience burnout. In fact, customer service turnover in the U.S is estimated to be between 30% and 45% – more than double the average for other sectors.

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Customer Service Contact Center Agent burnout Call Center 182

Fonolo

OCTOBER 19, 2021

To ensure agents are set up for success, it’s important to have solutions in place that can help boost employee satisfaction and give agents somewhere to turn if they’re stressed. Here are some common issues that come with working in a call center environment and how to help agents overcome them. Agent burnout.

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Call Center Agent burnout Contact Center Call center experience 95

Skybridge

JUNE 10, 2020

5 Ways to Keep Your Team Safe and Engaged. Since March, companies around the world have faced a seemingly unending series of difficult trade-offs in the struggle to remain operational and save the business.

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Agent burnout Call Center At home agents Coaching 52

Toister Performance Solutions

MARCH 16, 2023

Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses. In early 2023, I launched a study on contact center agent burnout. This was an accidental discovery. It was a dead end.

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Contact Center Agent burnout Feedback Call Center 82

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. Burnout disturbs the agent’s focus and motivation.

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Call Center Agent burnout Scripts Metrics 52

Fonolo

AUGUST 3, 2021

To calculate agent occupancy rate, divide the workload (busy) hours by staff hours. More idle time could mean low engagement among your agents, but zero idle time indicates your contact center runs the risk of agent burnout. A higher rate means less idle time.

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Call Center Abandon rate Contact Center Agent burnout 142

Nicereply

MAY 28, 2019

All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. Outside of the negative effects on your agents, burnout also impacts your business.

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Agent burnout Metrics Feedback Surveys 76

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.

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Agent burnout Customer Support Self service First call resolution 59

CCNG

MAY 11, 2022

BPOs report to us that they are seeing a rise in agent burnout and attrition , especially on more intense and complex programs requiring longer than "normal" training times. Perhaps burnout is also happening because of the supply chain and service issues the U.S. and world are dealing with today.

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Call Center outsourcing Agent burnout Business Process Outsourcing 195

Hodusoft

JULY 2, 2024

Agent Burnout & Attrition: Another major concern of insurance contact centers is increased agent burnout and attrition rate. Inconsistent and poor customer service, lower productivity, and increased recruitment and training costs are direct results of agent burnout and attrition.

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Agent burnout Customer Experience Abandon rate Average Handle Time 52

Mindtouch

MAY 31, 2018

In the never ending quest to reduce support costs, finding ways to limit agent burnout and high turnover rates are common targets. The same factors contributing to agent burnout and turnover might also be causing customers to turn away. Ah, the two magic words that always capture the attention of support managers.

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Agent burnout Call Center Customer Support Customer Experience 63