Fonolo

OCTOBER 19, 2021

To ensure agents are set up for success, it’s important to have solutions in place that can help boost employee satisfaction and give agents somewhere to turn if they’re stressed. Here are some common issues that come with working in a call center environment and how to help agents overcome them. Agent burnout.

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Call Center Agent burnout Contact Center Call center experience 95

Skybridge

JUNE 10, 2020

Skybridge Americas is one of very few customer care call centers that had invested early and robustly in the technology, infrastructure, and talent necessary to run large, geographically dispersed at-home agent teams. How are your agents doing during this unprecedented, often confusing, sometimes painful time? It wasn’t easy.

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Agent burnout Call Center At home agents Coaching 52

Calabrio

APRIL 23, 2025

But today, customer sentiment is more nuancedand so is the technology used to assess it. This makes coaching and performance optimization even more impactfulhelping managers address underlying issues like agent burnout or miscommunication. It adapts to the real-world context of each conversation, improving over time.

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Contact Center Coaching Schedule adherence Agent burnout 52

Fonolo

JANUARY 31, 2022

Agent productivity shouldn’t solely be based on the output of an agent – rather, it should consider the overall experience during each customer interaction. Learn how you can better your team performance below… How to Foster Agent Engagement in a Hybrid Contact Center.

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Call Center Average Handle Time Agent burnout Contact Center 87

Playvox

APRIL 4, 2023

Related Article: 7 Ways to Drive Cultural Change that Boosts Agent Morale Training Managers To Support Agents Without well-trained, empathetic managers in place, your agent experience is bound to suffer, eventually leading to costly turnover. Gallup reports that low-effort managers engaging in “quiet firing” is a big issue.

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Contact Center Agent burnout Morale Coaching 78

Global Response

AUGUST 7, 2023

The Elements of a Successful Call Center Culture The specific elements of culture vary from company to company, but in general, you should focus on (at least) these five key elements: core values work environment communication employee engagement and empowerment your customer focus Core Values. Employee engagement and empowerment.

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Call Center Morale Employee engagement Customer centricity 62

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance. Team leaders report high levels of call center attrition and agent burnout after certain periods of time.

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Call Center Management Average Handle Time Schedule adherence 43

Playvox

APRIL 27, 2023

The contact center technology trend toward more sophisticated and AI-driven workforce management software is paying big dividends for customer service centers that adopt these solutions. Today, though, customer service agents handle a variety of channels that operate far differently. Simply put, it’s where CX rises and falls.

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Contact Center Gamification Agent burnout Employee engagement 52

JustCall

DECEMBER 1, 2022

With your optimism, you can instill strength, encourage employees to communicate at their best, and inspire them to leverage their abilities. Take Advantage Of New Technologies. When choosing a job, 93 % of work from home call center agents say updated technology is an important factor in their decision.

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Call Center Management Agent burnout Scripts 52

Playvox

JANUARY 11, 2024

Effective scheduling not only ensures adequate coverage, but leverages agents’ skills and experience to maximize customer satisfaction and helps to avoid agent burnout. Two agents call in sick, inbound call volume is higher today than forecasted, and the demand for chat support is lower. Does your spreadsheet do all that?

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Call Center Schedule adherence call center workforce Management 52

Balto

JANUARY 14, 2025

But modern analytics goes beyond basic metricsit leverages technologies like call center data science, machine learning models, and big data to provide deeper insights. From foundational concepts like data science to cutting-edge technologies like Generative AI, analytics offers limitless opportunities for growth, efficiency, and innovation.

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Call Center Analytics Average Handle Time Big data 52

Balto

FEBRUARY 6, 2023

Ask your introverted agents if they are experiencing a lack of passion or increased stress in their roles. The kinds of technology that are coming into the contact center are going to change things. Demographics We surveyed 621 agents for this report. The tenure range for those agents was 2 years to 15+ years.

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Contact Center Coaching Surveys Scripts 52

Calabrio

MARCH 17, 2025

Many contact centers struggle with overstaffing or understaffing – two costly workforce pitfalls that can severely impact revenue, customer satisfaction, and employee engagement. Missed sales opportunities Sales conversions drop when agents are unavailable. Youre not alone. The results?

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Agent burnout contact center workforce Abandon Call Contact Center 52