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 98

TeleDirect

FEBRUARY 7, 2025

In this blog, we will explore the significance of active listening, strategies to enhance listening skills, and how it benefits call center agents and businesses. Reduces Call Times Active listening helps agents identify customer needs faster, leading to shorter call durations and improved efficiency. What is Active Listening?

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Call Center Customer Service Agent burnout First call resolution 62

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. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

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Morale Contact Center CCNG Agent burnout 195

Toister Performance Solutions

MARCH 2, 2023

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? That study found 74 percent of contact center agents were at risk of burnout.

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Contact Center Agent burnout Surveys Advertising 100

NobelBiz

APRIL 8, 2025

Key Takeaways Hidden Operational Costs: Disconnected tools force agents to toggle between platforms, causing delays and reducing overall efficiency. Negative Customer Experience: Long hold times, repeated questions, and agent confusion leave customers frustrated and less likely to return.

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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

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. Often, the obstacles faced by support agents are shared by customers.

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Agent burnout Call Center Customer Support Customer Experience 63

Contact Center Pipeline

AUGUST 30, 2019

If you missed any of the informative posts on the Pipeline blog this month, take a few minutes to browse and catch up on the […]. Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day.

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Contact Center Agent burnout Call Center Customer Experience 164

NobelBiz

FEBRUARY 11, 2025

If call volumes surge, businesses must hire more agents, which takes time. Workforce management must be optimized to prevent agent burnout while maintaining coverage. High Success Rate for Resolution Live agents have higher first-call resolution rates than IVR systems.

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Interactive Voice Response Agent burnout contact center solutions CRM 52

SmartAction

JUNE 27, 2023

Increased Agent Workload: Rising customer expectations can overwhelm your agents. Automating repetitive tasks prevents agent burnout, increases productivity, and reduces turnover rates. Watch Now BLOG What is Conversational AI? Waiting means falling behind your competitors who have embraced automation.

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Comm100

FEBRUARY 21, 2023

This blog will reveal why more and more organizations are adopting AI by highlighting the key benefits of AI in customer service. Introducing an AI chatbot can help to improve agent workloads by handling the repetitive questions that often lead to agent burnout. So why all this interest?

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Customer Service Chatbots Agent burnout Wait times 94

Nicereply

NOVEMBER 10, 2020

Read more: How to prevent agent burnout. appeared first on Customer Happiness Blog. One common approach is to have a block of “core hours” (let’s say 10-2) where everyone is expected to be in the office, but then allow employees to choose when they work the other four hours of their day. Recognition: Most everyone works hard.

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VirtualPBX

JULY 24, 2024

Contact Center features like ACD queuing and routing features like skill-based routing and escalation queues can alleviate high call volumes, long wait times, and agent burnout. Utilize your CRM integration to streamline agent communication and monitor signs of fatigue right from your live Contact Center dashboard.

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Agent burnout Self service Contact Center CRM 105

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. While these queries can easily lead to agent burnout, they also use up valuable agent time. So let’s jump straight in to our first chatbot example.

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Chatbots Customer Service Self service Agent burnout 104

Toister Performance Solutions

DECEMBER 19, 2017

Share this blog post with employees and discuss it. My study on contact center agent burnout revealed a few factors that can lesson the risk. Burnout risk goes down when employees believe their company is customer-focused. Try to keep employee schedules as predictable as possible. Schedule holiday parties in January.

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Customer Service Agent burnout Contact Center 73

Fonolo

NOVEMBER 15, 2017

The customer service profession is known for high turnover rates and agent burnout, however, some professionals greatly excel in this line of work, and show tremendous aptitude for delivering excellent customer care. Google Hangout: How to Deliver Great Customer Service in a Crisis.

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Customer Service Agent burnout Best practices Call Center 100

Monet Software

NOVEMBER 11, 2020

Some immediate relief may be achieved with the suggestions above but true recovery from burnout can take weeks or longer to achieve. Even the most employee-centric contact centers must confront agent burnout occasionally. Prevention is the Best Medicine.

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Morale Agent burnout Contact Center Coaching 100

Nicereply

JULY 27, 2021

Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. appeared first on Customer Happiness Blog. Every support leader must understand the load their team can cover within the SLA expectations you have set.

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Customer Service Agent burnout Average Handle Time Education 98

Outsource Consultants

JANUARY 17, 2018

The big issue call center agents face, according to Kraus, is cognitive load. This happens when the fatigue of providing empathy combines with the mental drain of the constant menial job tasks, which causes the gradual agent burnout no matter how naturally inclined towards customer service they are.

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Call Center Agent burnout outsourcing Contact Center 52

Zappix

FEBRUARY 20, 2024

In conclusion, digital tools play a pivotal role in enhancing call center agents’ efficiency and delivering exceptional customer experiences. By effectively leveraging these tools, organizations can achieve cost savings, reduce agent burnout, and ultimately elevate customer satisfaction.

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Call Center Agent burnout Customer Experience Average Handle Time 52

Mindtouch

APRIL 9, 2018

High support case volume and agent burnout. The post A Self-Service Experience Well Worth the Click appeared first on MindTouch Blog. The value of a low-effort web self-service experience cannot be underestimated. Well, it can, but we don’t recommend it. The consequences can be costly. Scary stuff.

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Self service Agent burnout Engineering Customer Experience 48

bold360 Blog

OCTOBER 17, 2019

This is the stuff of customer service agent burnout—those routine account questions that come up hour after hour after hour after…you get the picture. appeared first on Bold360 Blog. or “Does X product come with a warranty?” are totally something a chatbot with natural language processing capabilities can handle.

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CSM Magazine

AUGUST 8, 2023

While chatbots and Robotic Process Automation (RPA) help by automating simple or mundane activities, agents increasingly face a barrage of more complex and/or emotional interactions. Over the course of a single shift, the risk of agent burnout grows with a negative impact on mental wellbeing.

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Employee engagement Agent burnout Gamification Analytics 52

Hodusoft

AUGUST 9, 2023

In this blog post we have discussed the benefits of multi-tenant contact center software for both BPOs and their clients and how it enhances customer service operations. Avoid agent burnout Agent burnout is a serious issue in the contact center industry. What is Multi-tenant Contact Center Software?

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Contact center software Contact Center Customer Service Agent burnout 52

Fonolo

AUGUST 15, 2023

Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period. This is a tricky one.

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Fonolo

NOVEMBER 3, 2015

Agents need time to take a breath and collect their thoughts between calls; If they don’t get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Keeping a close eye on the occupancy rate allows contact center managers to prevent agent burnout.

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Call Center Average Handle Time Schedule adherence Agent burnout 52

Talkdesk

APRIL 29, 2016

First things first: You’re here on this blog post because for a moment, maybe just a fleeting one, you were thinking about leaving your call center software. An intuitive interface may cost more, but it will prevent agent burnout and reduce orientation times in the long run. In this post, consider me your closest friend.

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Balto

NOVEMBER 2, 2023

In this blog, we’ll uncover the value of modern contact center solutions for enterprises, how they seamlessly integrate into your ecosystem, and why you can’t afford to ignore them. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

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contact center solutions Enterprise Contact Center Agent burnout 52

JustCall

APRIL 3, 2024

This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout.

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Sales Interactive Voice Response Abandon rate Agent burnout 52

aircall

DECEMBER 28, 2020

Support agent burnout. The post How to Properly Scale a Distributed Team appeared first on Aircall Blog. The right cloud phone system and software integrations for your business will help you be agile and responsive. . Abandoned calls. Missed sales. Increased turnover. Longstanding unresolved problems. Customer complaints.

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Call Center Analytics Agent burnout Metrics 62

Global Response

AUGUST 7, 2023

With consistent and honest feedback from your team, you can understand the biggest reasons for agent burnout, churn and dissatisfaction, and overcome these challenges in creating a more positive call center culture. In any case, this is why having open and honest communication and feedback channels from employees is so necessary.

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Call Center Morale Employee engagement Customer centricity 62

Mindtouch

DECEMBER 18, 2018

At times, the growing ubiquity of chatbot technology casts a long shadow on the world of contact center agents. The IBM Watson Blog , for one, estimates that “85% of all customer interactions will be handled without a human agent” by the year 2020. The forecasts from analysts and industry experts can be downright hair raising.

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Chatbots Real estate Contact Center Self service 54

Noble Systems

OCTOBER 21, 2020

Keeping agents and customers satisfied is critical in today’s fast-paced environments. An ACD that helps you automate tasks can reduce agent burnout, free resources for more complex tasks, and provide faster service for customers. Blog: Call Center Software 101: Introduction to Customer Contact Technology.

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First call resolution Call Center Interactive Voice Response call center software 57

aircall

OCTOBER 31, 2016

This is a recipe for agent burnout , and for an unsuccessful and unsustainable strategy. The post How to Implement a Precise and Effective Omnichannel Strategy appeared first on Customer Experience & Cloud Call Center | Aircall Blog. This means employing people to strictly work over email or over the phone.

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outsourcing Multichannel Agent burnout Self service 48

NobelBiz

JUNE 4, 2024

WFM involves forecasting call volumes, scheduling staff, and managing day-to-day operations to ensure that the right number of agents are available to handle customer interactions at all times. This not only helps in maintaining optimal staffing levels but also in reducing operational costs and minimizing agent burnout.

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Mindtouch

MARCH 28, 2018

See How MindTouch Makes Agents More Productive. The post 5 Benefits of Improving Agent Productivity appeared first on MindTouch Blog. Empower them to do what is necessary to solve a problem. Learn More.

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