CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

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?!

Contact Center 100

Contact Center Agent burnout Surveys Accountability 100

JustCall

NOVEMBER 22, 2023

Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout. However, they don’t need more tools instead better coaching.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

CSM Magazine

OCTOBER 4, 2022

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers. Real-Time Agent Assist.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

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.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

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.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

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. Quality score.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

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.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Fonolo

MAY 31, 2022

Utilization Rate will help you determine the total time your agents are logged in, assisting customers, and available to assist customers but doing other things. Coaching one-on-ones. Total Shift Time —The full amount of time an agent was scheduled to work. Some tasks to keep in mind are: Training sessions. Team meetings.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

SharpenCX

MAY 6, 2020

Coaching your agents improves the quality of service they provide. When you manage your team by coaching them, you’re showing agents that you’ll listen to them. And when an agent is listened to, they feel valued and empowered. Coaching your agents lowers the risk for burnout.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

Fonolo

MAY 31, 2022

Utilization Rate will help you determine the total time your agents are logged in, assisting customers, and available to assist customers but doing other things. Coaching one-on-ones. Total Shift Time —The full amount of time an agent was scheduled to work. Some tasks to keep in mind are: Training sessions. Team meetings.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Playvox

AUGUST 25, 2021

Read the Press Release: Dialpad and Playvox Partner to Optimize Agent and Customer Experience through Dialpad Contact Center. Playvox synchronizes Dialpad users, the status of agents, customer interactions, and call center events — providing a single, comprehensive solution for workforce management and quality assurance.

Management 57

Management Agent burnout Contact Center Coaching 57

Fonolo

MARCH 25, 2021

When agent satisfaction is left unaddressed, agent burnout comes into play. Do you feel you would benefit from a mentoring or coaching program? 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. Why or why not?

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

Monet Software

NOVEMBER 11, 2020

If you fear a particular agent is suffering from burnout, offer immediate support, much like you’d comfort someone with a bad cold and recommend fluids and rest. Use the conversation to learn how the agent is feeling and allow them to talk about any difficulties they’re facing. Doing so might drive some new excitement.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Babelforce

FEBRUARY 23, 2022

These include paid breaks, restroom visits, and coaching sessions. If rates go higher, the recuperation time agents have between calls gets shorter. Agent burnout then becomes much more likely. The remaining 25% of the time, the advisor takes part in shrinkage activities. Lateness is another classic example.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 52

Playvox

JULY 31, 2023

Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps. Transitioning some responsibility to agents helps team leaders as well.

Self service 85

Self service Management Coaching Contact Center 85

Balto

NOVEMBER 2, 2023

Technology plays a key role here – by integrating different solutions, contact centers can seamlessly handle multichannel interactions, as well as collect and analyze data efficiently, all while ensuring that their agents’ efforts are directed efficiently while technology automates redundant tasks for them.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

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. And what about leadership?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

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.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

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.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

SharpenCX

APRIL 29, 2020

Build in time for agent coaching. To keep your team engaged and performing at their best, your agents need to be coached daily. Because productivity without engagement is another key contributor to agent burnout – the Rube Goldberg Machine of bad outcomes. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

SharpenCX

FEBRUARY 11, 2020

Where would you be without your agents in the first place? It’s vital that you know where your team’s strengths and weaknesses lie, so you know how to coach to better performance. Use the DISC Assessment or the StrengthsFinder Test to identify how your agents thrive and collaborate. Tip #3: Coaching for a Better Team.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

CSM Magazine

SEPTEMBER 10, 2021

Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers. Training/Coaching. A recurrent response by agents is that they want to be empowered to help customers. It’s a mentally challenging job being on the front line of helping people.

Agent burnout 52

Agent burnout Coaching Metrics Entertainment 52

Balto

MARCH 29, 2023

Some common use cases for AI in the contact center industry include routine task automation, real-time language translation, customer interaction analysis, real-time quality assurance, and agent assistance and coaching. This can help you target your coaching and enhance the quality of your customer interactions.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

JustCall

MAY 23, 2023

During this session, you will learn how AI-powered coaching, guidance, and sentiment analysis along with integration and analytics, can help engineer better conversations. With 100+ phone system integrations, JustCall ends agent burnout and initiates smarter workflows.

Customer Experience 52

Customer Experience Agent burnout SaaS Contact Center 52

Hodusoft

AUGUST 9, 2023

This ensures adherence to quality standards and provides opportunities for targeted coaching and training to improve performance. Avoid agent burnout Agent burnout is a serious issue in the contact center industry.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Playvox

DECEMBER 13, 2022

When some agents avoid working with customers, that puts pressure on other team members to pick up the slack. This can lead to burnout, creating additional increases in agent stress that lead to high call-outs or high attrition rates. What To Do if Contact Center Agents Are Participating in Interaction Avoidance.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

SharpenCX

AUGUST 4, 2020

Use it to automate scheduling your agents, route coaching lessons to your team, and even alert you to KPI thresholds that need attention. Use your automation tools to gather agent information and data so you can provide better coaching. Download Now: Get Real About Coaching Your Agents with These Actionable Tips.

Call Center 67

Call Center Technology Self service Coaching 67

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.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Talkdesk

JULY 16, 2019

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. Performance Management generally requires a number of tools like call recording , quality monitoring , coaching , and gamification.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

NobelBiz

MARCH 6, 2023

Roleplay and practice : Allow agents to practice their scripts and techniques in a safe environment, providing feedback and coaching to help them improve. Continuously monitor and coach agents : Monitor agent performance and provide regular coaching and feedback to help them improve their skills and performance.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. 2021 Contact Center Agent Survey Report – Balto Ai. Sources Balto.

Contact Center 52

Contact Center Coaching Surveys Metrics 52

Playvox

APRIL 27, 2023

Agents won’t burn out trying to channel jump to satisfy needs. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It) Trend 3: Prioritization Of Employee Experience And Employee Engagement Your help desk is the relationship hub for your brand.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52

Aria Solutions

MARCH 31, 2020

Advanced Tools for Agents to Provide Better Support. For most companies, a major concern in providing exceptional customer support are agent burnout and turnover. Support tools to manage, monitor, and coach support teams. Investing in this technology and resources provides a better customer experience.

Contact Center 62

Contact Center Agent burnout Self service Chatbots 62

SharpenCX

APRIL 1, 2020

When agents can’t measure progress toward their objectives and goals, productivity stalls and performance plateaus. Customer experience expert Jeff Toister found that agents who don’t have visibility into daily performance sit at a severe risk for agent burnout.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

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.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

JustCall

DECEMBER 1, 2022

Use broadcast messages to communicate support to people or teams and identify how the work from home call center agents are contributing to the company’s larger purpose. Provide Regular Feedback And Coaching. Constant mentoring shows that you are committed to helping remote call center agents grow professionally.

Call Center 52

Call Center Management Agent burnout Scripts 52