Fonolo

SEPTEMBER 30, 2021

Agent burnout. Adherence is one of the biggest indicators of burnout , and it most often stems from the agent not having enough support in their role. Pay attention to challenges each of your agents are having, and ensure they have the proper training and tools to do their work confidently.

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

CCNG

MARCH 8, 2023

Agent apathy is a common problem but one that doesn't come out of nowhere; it typically builds up over time. Lastly, non-leading questions can also be used to better understand the employee’s viewpoint without influencing their response - for example: “How would you state that differently?” “Can

Morale 195

Morale Contact Center CCNG Agent burnout 195

Fonolo

AUGUST 10, 2021

If your agents are unable to properly communicate resolutions every step of the way, customers will likely not receive the help they require and leave the call with a negative impression of the interaction. Start by offering agents customer-focused communication training that provides them with empathetic phrases they can use during calls.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

NobelBiz

APRIL 8, 2025

Key Takeaways Hidden Operational Costs: Disconnected tools force agents to toggle between platforms, causing delays and reducing overall efficiency. Negative Customer Experience: Long hold times, repeated questions, and agent confusion leave customers frustrated and less likely to return.

Call Center 40

Call Center Agent burnout Contact Center CRM 40

Fonolo

AUGUST 5, 2021

What are some common challenges that come with training remote agents? For example, if technology is limited and doesn’t allow for group meetings or video conferencing, the transition to online training will be very bumpy. How Your Call Center Can Overcome Agent Burnout. #EmployeeEngagement… Click To Tweet.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. For example, if your company offers confidential counseling services, encourage employees to take advantage of this benefit.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. To calculate agent occupancy rate, divide the workload (busy) hours by staff hours. Your report will turn that raw data into KPIs to help track and measure performance over time.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

TechSee

MAY 18, 2022

While these metrics measure agents’ productivity, occupancy only considers the time agents are active when logged in , while utilization includes total work time. This means that to measure occupancy, Management would look only at the agent’s capacity to engage with customers vs. the time actually spent engaging with customers.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

Mindtouch

MARCH 16, 2018

There are a lot of reasons a customer support agent might be unhappy. Lack of resources and training, for example. Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

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.

Agent burnout 76

Agent burnout Metrics Feedback Surveys 76

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Burnout disturbs the agent’s focus and motivation.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Playvox

NOVEMBER 29, 2022

It’s a sign of our distress and an example of our suffering. When customers are in a rage, it can be incredibly difficult to defuse the situation, creating stress and burnout for your agents. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It).

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Myra Golden Media

APRIL 17, 2017

Your employees could, for example, spend 10 – 20% of their workday working behind the scenes for customers – follow-up calls, research, responding to emails, etc. Now imagine doing this every single day. Not a happy thought. Get your employees off of the phones and involved in other things no less than 20% of their workday.

Customer Service 229

Customer Service Call Center Contact Center Agent burnout 229

Fonolo

MAY 31, 2022

Occupancy Rate is the most common way to measure the business of call center agents when they’re dealing with customers. For example, if your call center had an Occupancy Rate of 90% yesterday, your agents were handling customer inquiries for an average of 54-minutes every hour. Yes, very much so!

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Comm100

FEBRUARY 21, 2023

In situations where a chatbot can’t resolve the query, customers can also leave the question with the bot and await an agent response when they are back online. For an example of this in practice, we can look to Thompson Rivers University (TRU) who introduced Comm100 AI Chatbot to provide support outside their standard hours of 9 AM – 4 PM.

Customer Service 94

Customer Service Chatbots Agent burnout Wait times 94

Outsource Consultants

JUNE 15, 2022

The food and beverage industry is a great example. If you are experiencing long wait times and agent burnout, it’s time to add support. As retail locations struggle to meet demand, warehouses across the country are filled to the brim with products waiting to be shipped. 2) Be proactive.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

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. Being able to remain calm in times of stress is one of the greatest attributes to have in the industry.

Customer Service 100

Customer Service Agent burnout Best practices Call Center 100

Nicereply

JULY 27, 2021

Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. Let’s examine each and share examples that may help you to take on this exercise. That means that your agent’s working capacity is 125 hours in a work month.

Customer Service 98

Customer Service Agent burnout Average Handle Time Education 98

VirtualPBX

JULY 24, 2024

Call forwarding and follow me calling through your business phone system, for example, gives you the flexibility to meet any urgent need without missing a single communication. Utilize your CRM integration to streamline agent communication and monitor signs of fatigue right from your live Contact Center dashboard.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

Nicereply

NOVEMBER 10, 2020

For example, if you buy a t-shirt online they may ask after you check out how that experience was. For example, Google decided to increase staff incentives and the end result was a 37% rise in employee satisfaction. Read more: How to prevent agent burnout. As a consumer, you’re frequently asked how satisfied you are.

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

SmartAction

JUNE 27, 2023

Increased Agent Workload: Rising customer expectations can overwhelm your agents. Automating repetitive tasks prevents agent burnout, increases productivity, and reduces turnover rates. Waiting means falling behind your competitors who have embraced automation.

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

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

Nicereply

SEPTEMBER 6, 2022

It’s chock-full of a ton of real examples from various companies on how to set up an impactful knowledge base. 5 Tips for CX Leaders to Combat Customer Service Agent Burnout (Kustomer). 5 examples of bad customer service (and how to be great instead) (Zendesk).

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Fonolo

MAY 31, 2022

Occupancy Rate is the most common way to measure the business of call center agents when they’re dealing with customers. For example, if your call center had an Occupancy Rate of 90% yesterday, your agents were handling customer inquiries for an average of 54-minutes every hour. Yes, very much so!

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Playvox

OCTOBER 19, 2021

Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout. Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

SharpenCX

JULY 2, 2020

Because it fuels agent burnout and customer frustrations rather than streamlining CX and reducing customer effort. When evaluating your omnichannel experience, ask: does your suite of omnichannel tools actually make your agents’ lives easier, or does it add more problems to the mix? ” It’s a fact.

Contact Center 76

Contact Center Customer Experience Agent burnout CRM 76

Zappix

FEBRUARY 20, 2024

Optimize Every Agent Interaction: Digital tools empower call center agents to optimize every interaction by providing them with agent-initiated self-service tools. These tools allow agents to send text messages and emails with links to forms, videos, FAQ pages, and more, expediting the assistance process when needed.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

Fonolo

OCTOBER 25, 2022

Keep in mind that some of these factors will be outside of management’s control — here are a few examples: Sick days and personal days. Word to the wise: don’t wait until you have cases of agent burnout on your hands. Home or family emergencies. Illness or injury. Running late for a shift. Medical appointments.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Playvox

DECEMBER 13, 2022

When some agents avoid working with customers, that puts pressure on other team members to pick up the slack. This can lead to burnout, creating additional increases in agent stress that lead to high call-outs or high attrition rates. What To Do if Contact Center Agents Are Participating in Interaction Avoidance.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Babelforce

FEBRUARY 23, 2022

Lateness is another classic example. If rates go higher, the recuperation time agents have between calls gets shorter. Agent burnout then becomes much more likely. The remaining 25% of the time, the advisor takes part in shrinkage activities. These include paid breaks, restroom visits, and coaching sessions.

Schedule adherence 52

Schedule adherence Agent burnout Contact Center Metrics 52

Playvox

JULY 31, 2023

Related Content: Focus on Agent Retention in Tight Times Flexibility And Availability Most employees today are looking for flexibility and availability to help meet their busy and complex lifestyle schedules — they want to be able to take control of their work patterns. Empowerment completely changes how employees feel about their jobs.

Self service 85

Self service Management Coaching Contact Center 85

Quiq

OCTOBER 16, 2020

Occupancy: Occupancy is the amount of time an individual agent spends actively occupied on a customer interaction. An excessively low occupancy suggests the contact center has hired more agents than contact volume demands. Use Insights to Guide Improvements.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Mindtouch

APRIL 9, 2018

High support case volume and agent burnout. Take me and my new dryer, for example: I don’t know my model number, nor do I really know what a successful product help outcome will look like when I find it. In this example, there is only one kind of “dry” appliance to choose from ( dryers , as it were). Scary stuff.

Self service 48

Self service Agent burnout Engineering Customer Experience 48

SharpenCX

APRIL 1, 2020

For example, if one of your company goals is to reduce customer churn, it’s actionable to your team because the contact center directly impacts churn. You can create specific goals and benchmarks to help your agents reduce customer churn, like improving CSAT and positive customer outcomes.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Balto

JANUARY 21, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Agent Performance Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. For example, Achieve an FCR rate of 80% this quarter.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. For example, Achieve an FCR rate of 80% this quarter.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52