ShepHyken
APRIL 10, 2023
Employee Experience (EX) is the foundation of this, so we asked our Consultants Panel what it takes to get EX right. Another article on the employee experience, and specifically the agent experience. Our second article this week from TextExpander focused on agent burnout. Here’s what they said.
CCNG
MARCH 8, 2023
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 agent burnout.
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TechSee
MAY 4, 2021
Agent Burnout. With days filled with frustrated customers, confined to a cubicle, and often on a low pay scale, some agents will inevitably experience burnout. In fact, customer service turnover in the U.S is estimated to be between 30% and 45% – more than double the average for other sectors.
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. Consultant, Beyond Morale. Twitter: @ CustomerIsFirst . Jim Rembach.
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. We can help!
Outsource Consultants
JANUARY 3, 2024
At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Both our client and BPO success teams focused consultations on how to improve work environments for agents, and, ultimately, the customers they served.
CSM Magazine
OCTOBER 10, 2023
In one go, they increase planning flexibility, reduce idle time and facilitate better occupancy control to guard against agent burnout, which negatively affects AHT. About the Author Graeme Meikle is a Senior Workforce Management Consultant at Calabrio. Calabrio is a trusted ally to leading brands.
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