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. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Playvox

MAY 25, 2023

Some channels are considered asynchronous, which refers to communication between an agent and a customer that does not happen at the same time. Common examples are emails or texts where the customer is not expecting a real-time response. Live chat or phone calls are good examples.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Calabrio

MARCH 17, 2025

Missed sales opportunities Sales conversions drop when agents are unavailable. Agent burnout & turnover Overworked employees experience stress, leading to increased agent attrition and training costs. DOJO, a premier payment provider in the UK is just one of many examples of this.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

Calabrio

MARCH 7, 2025

Modern call center forecasting software also allows for quicker reactions to unpredicted changes, ensuring your team is ready for anything. Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline. The last months forecast.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52