Agent burnout Best practices Coaching 
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. It starts with a foundation made up of the right technologies and best practices.
NobelBiz
FEBRUARY 21, 2023
And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. Let’s find out more about the potential of the Callback feature for call centers, its benefits, and best practices for managing callbacks in contact centers.
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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. Wait, accountability?!
Playvox
APRIL 4, 2023
But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. To keep engagement up, feedback should be focused on coaching rather than micromanaging. Remember that understanding their role and goals was the most important factor in agent engagement.
Playvox
NOVEMBER 29, 2022
While to the agent, it’s just handling another customer interaction, they are the “face” of the company and take the brunt of the rage from the customer. When customers are in a rage, it can be incredibly difficult to defuse the situation, creating stress and burnout for your agents. Examples Of Interaction Avoidance.
CSM Magazine
OCTOBER 10, 2023
While leaders often ask agents to ‘walk in the customer’s shoes’, such advice usually exacerbates these negative consequences. Understand that the problem is not empathy in itself but how it is coached. The beauty of cloud-first contact centre solutions is they make light work of scaling up and down as your business changes.
Fonolo
AUGUST 3, 2021
A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work. On the other side of the spectrum, a low percentage means that there is room for coaching and training to improve your agents’ product and service knowledge.
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