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It's the pressure of working with demanding customers every day in a highly structured environment which makes agentburnout a real thing. To summarize, WFM software helps contact centers reduce agentburnout because the technology improves the input agents have when it comes to their work.
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 agentburnout.
BPOs report to us that they are seeing a rise in agentburnout 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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