Agent burnout Employee engagement Trends 
Fonolo
SEPTEMBER 28, 2021
According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Remember the acronym S.M.A.R.T
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. Touch-tone and voice commands route calls, provide personalized information to callers and offer faster self-service for transactions that do not require an agent.
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Calabrio
APRIL 23, 2025
It connects quality data, adherence and scheduling metrics, interaction trends, sentiment indicators, and moremaking it easier to spot patterns and take action. This makes coaching and performance optimization even more impactfulhelping managers address underlying issues like agent burnout or miscommunication. The result?
Skybridge
JUNE 10, 2020
For brands that have always used onsite call centers to care for their customers – and for the agents who worked onsite – this has been a particularly challenging time. Do Everything in Your Power to Empower Your Agents. Can you allow agents to choose their own shifts? That may feel hard to do under your current circumstances.
Playvox
APRIL 27, 2023
Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.
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. Jim Rembach is a customer service and employee engagement expert. Twitter: @ CustomerIsFirst .
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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