Agent burnout Coaching Surveys 
Fonolo
MARCH 25, 2021
If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. Satisfaction surveys are one of the best ways to gain insight into how you can improve your employee experience. If your agents are happy, they’ll pass on those positive vibes to your customers. Work-life balance.
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. According to findings of a survey conducted by Toister Performance Solutions, not incorporating display boards can have a negative impact on burnout. Lack of recognition and reward.
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ROI CX Solutions
APRIL 29, 2025
Improved customer and agent experience: With AI tools such as chatbots, autopilots, and predictive analytics, customers receive faster, more personalized support, while agents benefit from reduced workload, real-time assistance, and ongoing coaching. This dual focus boosts satisfaction and employee retention.
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. Abandonment rate.
Toister Performance Solutions
MARCH 2, 2023
Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk. That study found 74 percent of contact center agents were at risk of burnout. That spells trouble for contact centers.
CCNG
MAY 11, 2022
For now, I would like to point out a few things that could help call center operations curate their approach to the unique needs of today's call center agent: Agent satisfaction surveys - How many call center operations bother to take internal CSAT or NPS surveys of their employees? Not enough, I assure you.
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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