TeleDirect

MARCH 13, 2025

Implement Role-Playing Exercises Simulate real-life customer interactions to help agents practice responses. Provide feedback to improve communication skills and response times. Train Agents on Active Listening and Empathy Encourage agents to listen carefully before responding.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

NobelBiz

JUNE 16, 2020

It’s just that, in some cases, the short-term positive results aren’t worth the mental and physical repercussions your agents may start showing in a couple of weeks if they’re not handling the situation properly. In order to better address the now rising levels of call agent burnout, let’s first look at the most common signs of burnout.

Agent burnout 52

Agent burnout Call Center Contact Center Feedback 52

TeleDirect

FEBRUARY 7, 2025

Feedback: Providing appropriate responses that address the customers needs. Enhances Customer Satisfaction Customers appreciate when agents genuinely listen to their concerns. Reduces Call Times Active listening helps agents identify customer needs faster, leading to shorter call durations and improved efficiency.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

CCNG

MARCH 8, 2023

This means considering employee feedback, even when this feedback may not always be easy to hear. Leaders should approach mistakes and customer issues with an open mind and a willingness to learn from them, rather than approaching unpleasant feedback as personal criticism or embarrassment.

Morale 195

Morale Contact Center CCNG Agent burnout 195

Fonolo

AUGUST 10, 2021

Knowing stats like how many issues agents are resolving, how quickly they’re resolving them, and how many customers are hanging up while waiting, can help you find and fix holes in your customer service strategy. Put customer feedback at the forefront. Prioritize agent wellness for improved customer service.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Fonolo

SEPTEMBER 28, 2021

If they struggle to find the words to assist you or are unable to demonstrate empathy in their response, offer them feedback and try the exercise again. Note which times on which days are busiest and be sure to schedule your agents accordingly. Focus on preventing employee burnout. Voice call-backs are a great place to start.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

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. Connecting Call Centers to Success.

Call Center 40

Call Center Agent burnout Contact Center CRM 40

Fonolo

AUGUST 3, 2021

Customer feedback. 90% of customers believe that organizations should provide the ability for customers to provide feedback. Knowing how your customers feel about the service they received, and providing an opportunity to submit written feedback on the experience, gives a real human element to include in your reporting.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

Calabrio

MARCH 25, 2025

Customer Satisfaction (CSAT) Scores: CSAT gathers direct customer feedback on their experience, providing valuable insights into agent performance. Why it matters: CSAT directly reflects customer perception of service quality, providing valuable insights for agent coaching and process improvements.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

MARCH 25, 2021

When agent satisfaction is left unaddressed, agent burnout comes into play. Do you typically receive positive feedback from your supervisors when you perform well? What would make your daily work experience better? Do you have the tools and resources you need to provide excellent customer service? Work-life balance.

Call Center 147

Call Center Surveys Agent burnout Contact Center 147

Toister Performance Solutions

MARCH 2, 2023

Burnout is defined by the American Psychological Association as "physical, emotional, or mental exhaustion accompanied by decreased motivation, lowered performance, and negative attitudes towards oneself and others." That study found 74 percent of contact center agents were at risk of burnout.

Contact Center 100

Contact Center Agent burnout Surveys Advertising 100

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. In this article, well share strategies and tips on how you can prepare your contact center for the holiday season.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

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

Skybridge

JUNE 10, 2020

More than anything else, these meetings allow you to convey your care about each member of your team, to ask how they’re doing, to empathize with their concerns, and to act on their feedback. Now more than ever, your agents need reassurance that they have the ability to learn and do the skills necessary to succeed.

Agent burnout 52

Agent burnout Call Center At home agents Coaching 52

Myra Golden Media

APRIL 17, 2017

I guided them in doing research, reading reviews, testing products, speaking with customers of products to get honest feedback. I gave them the task of researching the best contact management systems. The mere assignment of the task of looking into a new system was a genuine motivator.

Customer Service 229

Customer Service Call Center Contact Center Agent burnout 229

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. Empower agents with autonomy 4. Provide ongoing training and feedback 7.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Hodusoft

JULY 2, 2024

Agent Burnout & Attrition: Another major concern of insurance contact centers is increased agent burnout and attrition rate. Inconsistent and poor customer service, lower productivity, and increased recruitment and training costs are direct results of agent burnout and attrition.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. It also could be a sign that the agents are overworked. A big contributor to this burnout and the resulting avoidance is customer behavior.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

JUNE 3, 2020

feedback, access to analytics, and clear expectations) they need to do outstanding work. Nearly 75% of contact center leaders say a key goal of WFO is to improve the customer experience, while 67% said another key goal is to improve the agent experience. A lack of visibility into goals, metrics, and progress fuels agent burnout.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

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

Fonolo

OCTOBER 25, 2022

Word to the wise: don’t wait until you have cases of agent burnout on your hands. By this point, it’ll be much more difficult to keep them engaged, and you may find yourself facing high agent attrition and turnover. Gather feedback from your agents. Lack of tools and technology.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

CSM Magazine

OCTOBER 4, 2022

These solutions boost agent effectiveness and engagement, while improving customer satisfaction and lowering costs, by using Qualtrics’ industry-leading natural language understanding and machine learning capabilities to identify sentiment, reasons for calls, common issue resolutions, compliance risks, and more.

contact center solutions 52

contact center solutions Contact Center Agent burnout Agent Empowerment 52

Nicereply

SEPTEMBER 6, 2022

As a CX leader, it’s your responsibility to figure out what to do to promote the customer experience and set the tone for how CX achievements and feedback are perceived across the company.”. 5 Tips for CX Leaders to Combat Customer Service Agent Burnout (Kustomer).

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Playvox

DECEMBER 13, 2022

As you can see from the chart above, the more agents who are practicing interaction avoidance, the more negative experiences your customers can have. In turn, you’ll likely see undesirable feedback increasing when you analyze customer sentiment. 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

Outsource Consultants

JANUARY 17, 2018

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. You can read more about these approaches in the original article.

Call Center 52

Call Center Agent burnout outsourcing Contact Center 52

CSM Magazine

AUGUST 8, 2023

VoE tools such as speech analytics dynamically capture how agents are feeling and are a powerful way to collect indirect feedback, such as signs of frustration or fatigue. In addition to formal feedback requests driven by HR, allow agents to leave feedback at any time on their desktop or mobile device.

Employee engagement 52

Employee engagement Agent burnout Gamification Analytics 52

SharpenCX

APRIL 1, 2020

When agents view your quarterly goals through the lens of their individual role, they can be intimidating. Maybe your all-star agent Jenni feels helpless when she thinks about improving CSAT. She consistently gets positive feedback from customers, but she knows some of her peers struggle to do the same.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

SharpenCX

FEBRUARY 11, 2020

Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour. All those things are necessary to build a positive environment in your contact center (and help agents maintain sanity).

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Balto

JANUARY 21, 2025

How to Improve CSAT: Empower agents with real-time tools to resolve customer issues efficiently during the first interaction. Gather customer feedback consistently to understand trends and coach agents on areas that need improvement. Provide customer feedback to help agents deliver faster, higher-quality service.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

How to Improve CSAT: Empower agents with real-time tools to resolve customer issues efficiently during the first interaction. Gather customer feedback consistently to understand trends and coach agents on areas that need improvement. Provide customer feedback to help agents deliver faster, higher-quality service.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

CSM Magazine

SEPTEMBER 10, 2021

Training is a major cost for the industry and CX leaders often deal with 40% agent churn. 51% of poorly trained agents are pessimistic about their careers—an outlook that can lead to poor performance, unhappy customers, and agent burnout—yet 61% of agents who received good training felt optimistic. 21% Quotas.

Agent burnout 52

Agent burnout Coaching Entertainment Metrics 52

Hodusoft

AUGUST 9, 2023

It can be used to send emergency notifications, conduct customer surveys, take customer feedback, or conduct marketing campaigns. Avoid agent burnout Agent burnout is a serious issue in the contact center industry. Agent burnout can lead to increased absenteeism, reduced job satisfaction, and higher turnover rates.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Balto

NOVEMBER 2, 2023

These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agent burnout.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

Global Response

AUGUST 7, 2023

Instead, create a culture of transparent communication, open dialogue and honest feedback—between and within employees and management. Lead by example and be open and honest about company decisions and foster a culture where employees feel open to dialogue and feedback. What role does communication play in call center culture?

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Balto

JANUARY 18, 2025

Theyre the ones keeping the team motivated, providing feedback, and handling escalations when things get dicey. A great supervisor doesnt just enforce rulesthey develop agents into top performers. Key Focus Areas: Real-time coaching and feedback loops. Managing shifts to prevent agent burnout.

Best practices 52

Best practices Call Center Metrics Management 52