Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? The Consequences of Agent Burnout.

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Agent burnout Contact Center Gamification Agent Empowerment 68

Babelforce

SEPTEMBER 22, 2023

It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500. But what exactly is agent burnout? Read on for: • What is Agent Burnout? • Why is Preventing Agent Burnout Important? • Why is Preventing Agent Burnout Important? And who can blame them!

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Agent burnout Contact Center Call Center Surveys 52

Noble Systems

AUGUST 1, 2019

When contact center agents are stressed out, they can become frustrated, develop a cynical attitude toward co-workers and managers. Their negativism affects interpersonal relationships with customers in addition to other agents. Overloaded agents are typically less likely to be able to solve customer problems.

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Agent burnout Contact Center Schedule adherence Gamification 62

Contact Center Pipeline

AUGUST 10, 2021

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line to speak. He says, “Well, I hope you can,” and he says that he needs help selecting a health plan. I […].

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Contact Center Management Personalization Agent burnout 208

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. When companies require agents to work even more hours than originally scheduled, managers are just adding to the strain. Agents are human. Humans have limits.

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Agent burnout Contact Center Gamification Interactive Voice Response 53

ChaseData

JANUARY 8, 2020

Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. How can you decrease the problem of call center agent burnout, without sacrificing productivity and profit?

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Agent burnout Call Center Management 52

NobelBiz

JUNE 16, 2020

Take a breather and listen to the story of how Steve Bederman managed to go from call center agent to CEO. One study found that 74% of call center agents are at risk of burnout, one-third of them are at risk of serious burnout.

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Agent burnout Call Center Contact Center Feedback 52

TeleDirect

MARCH 13, 2025

Implement a Mentorship Program Pair new agents with experienced mentors to accelerate their learning curve. Create an environment where agents feel supported and encouraged to ask questions. Focus on Reducing Agent Burnout Provide stress management training to help agents cope with high call volumes.

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Best practices Call Center Customer Service Average Handle Time 62

Mindtouch

FEBRUARY 6, 2018

Despite the proliferation of new support channels and technology, agent turnover remains the number one problem for contact centers. It’s not a problem to be ignored: agent burnout can diminish call center morale and negatively impact customer support KPIs like CSAT and NPS. Customer self-service – the agent burnout antidote.

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Agent burnout Self service Call Center Morale 54

MiaRec

MAY 11, 2024

In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent.

Morale 105

Morale Contact Center Agent burnout Personalization 105

Anexa BPO

AUGUST 11, 2022

Leaving your customer experience requirements in the skilled and specialized hands of Anexa teams can alleviate the responsibilities that come with curating and managing a high-performance, in-house customer service department. The post CX Agent Burnout – How to Deal first appeared on Anexa BPO.

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Agent burnout outsourcing voip Customer centricity 52

ShepHyken

MARCH 20, 2023

A new study by CMP Research, a market intelligence firm for the customer management industry, suggests many call center workers are at the end of their rope. It says reducing agent burnout is one of the top priorities for customer contact leaders. He contacted me (and several other experts) for comments about agent burnout.

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Journey mapping Agent burnout Customer Service Airlines 31

Vistio

DECEMBER 16, 2024

Agent turnover is one of the most persistent challenges for contact centers. Despite comprehensive onboarding programs, many centers still experience high attrition rates, leaving managers and trainers to constantly recruit, train, and replace staff. Why does this problem persist, and what can be done to change the cycle?

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Contact Center Agent burnout Construction Coaching 52

Fonolo

SEPTEMBER 30, 2021

Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. Agent burnout. The ROI of Call-Backs for Your Call Center.

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Call Center Schedule adherence Agent burnout call center software 136

Fonolo

AUGUST 10, 2021

Developing a customer care strategy can be overwhelming, but when you break it down, it becomes a lot more manageable. How should a customer feel before they get connected to an agent, during their call, and after? It’s important to equip your call center with tools that can help agents keep up with high call volumes.

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Contact Center Customer Service Agent burnout Customer Care 167

CX Global Media

JULY 1, 2017

Obvious Contact Center Agent Burnout Problem Revealed. If you stop and think about contact center agent burnout and turnover problems, why have you not considered musculoskeletal disorders (MSDs)? Watch Tim Kennedy of Shaker share how contact centers can identify best-fit candidates more effectively. Get the full article.

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Contact Center Agent burnout Interactive Voice Response Chatbots 13

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. One vital aspect of call center efficiency is call center workforce management (WFM).

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call center workforce Call Center Agent burnout Management 75

Fonolo

OCTOBER 12, 2021

5 Tips to Prevent Call Center Agent Burnout Before it Begins. Develop agent seating plans. Assigned seating may remind you of grade school, but this approach can really help support your agents so they can do their best work on the daily. Optimize placement of management. Prioritize quiet zones.

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Call Center Agent burnout Abandon rate call center workforce 147

CCNG

MARCH 8, 2023

Agents do not come preloaded with indifference; it builds over time as job roles and values fail to align, or expectations of performance and development are either unknown or unrealistic. Managers need to dive in deep and understand what could have resulted in such a disengaged workforce. So, what if the issue is apathy?

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Morale Contact Center CCNG Agent burnout 195

TeleDirect

FEBRUARY 7, 2025

Reduces Call Times Active listening helps agents identify customer needs faster, leading to shorter call durations and improved efficiency. Lowers Agent Burnout When customers feel heard, they are less likely to escalate frustration, reducing stressful interactions for agents. How Active Listening Benefits Call Centers 1.

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Call Center Customer Service Agent burnout First call resolution 62

Fonolo

AUGUST 5, 2021

Even if a call center is properly equipped for remote work, it’s more difficult for agents to get facetime with management when issues arise simply because they can’t just walk over to their desk and ask for help. Working in a hectic environment can also be a major hurdle to the success of agents in remote training situations.

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Best practices Call Center virtual call center Agent burnout 159

Fonolo

MARCH 25, 2021

When agent satisfaction is left unaddressed, agent burnout comes into play. This is a huge factor in contact center attrition rates, so it’s in management’s best interest to support their staff’s well-being. Perception of management. Do you feel supported and empowered by management to do your best at work?

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Call Center Surveys Agent burnout Contact Center 147

Playvox

OCTOBER 19, 2021

Higher overtime costs are a natural outcome of contact center agent shortages. Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout. Related Article: 6 Signs It’s Time to Replace Spreadsheet Schedules with a Workforce Management Tool.

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Contact Center Management Agent burnout Interactive Voice Response 73

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. Craft a flexible staffing strategy: Hire seasonal agents, explore outsourcing solutions, or cross-train your team to manage demand.

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Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. Ensuring that employees can be a part of managing their schedule has big benefits. Workforce management processes focus on optimizing how, where, and when work gets done, and who is best suited to do the job.

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Self service Management Contact Center Coaching 85

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. Implement a search function and ensure it is easy to navigate 3.

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Call Center Metrics Abandon rate Coaching 52

Fonolo

AUGUST 3, 2021

On the other side of the spectrum, a low percentage means that there is room for coaching and training to improve your agents’ product and service knowledge. This metric measures whether your agents are managing and adhering to their schedules. Idle time can be costly when it comes to contact center management.

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Call Center Abandon rate Contact Center Agent burnout 142

Fonolo

OCTOBER 19, 2021

Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on. The best way for call center managers to combat the cons is to identify what they are and what you can do to help your agents work through them. Agent burnout.

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Call Center Agent burnout Contact Center Call center experience 95

TechSee

MAY 4, 2021

Agent Burnout. With days filled with frustrated customers, confined to a cubicle, and often on a low pay scale, some agents will inevitably experience burnout. GigCX agents benefit from managing their own schedules and working from the comfort of their homes. In fact, customer service turnover in the U.S

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Customer Service Contact Center Agent burnout Call Center 182

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. Employees like that.)

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Contact Center Agent burnout Surveys Advertising 100

Playvox

AUGUST 25, 2021

One Solution for Workforce Engagement Management and Quality Assurance. Playvox and Dialpad have integrated their industry-leading workforce engagement management (WEM) tools and contact center solutions to deliver a unified offering that helps businesses improve both agent and customer experience.

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Management Agent burnout Contact Center Coaching 57

CCNG

MAY 11, 2022

If you interact with call center agents in the U.S., then you know firsthand the diverse makeup of the agent population - from millennials to individuals near retirement age and career call center professionals to persons seeking short-term employment. In fact, today's advanced tools were not available just a few short years ago.

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Call Center outsourcing Agent burnout Business Process Outsourcing 195

Toister Performance Solutions

MARCH 16, 2023

Team Remote touts the cost savings, flexibility, and improved quality of life that comes from having agents work remotely. Here’s some good news for Team Remote: your agents report having better bosses. In early 2023, I launched a study on contact center agent burnout. This was an accidental discovery. It was a dead end.

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Contact Center Agent burnout Feedback Call Center 82

NobelBiz

FEBRUARY 11, 2025

If call volumes surge, businesses must hire more agents, which takes time. Workforce management must be optimized to prevent agent burnout while maintaining coverage. High Success Rate for Resolution Live agents have higher first-call resolution rates than IVR systems.

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Interactive Voice Response Agent burnout contact center solutions CRM 52

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. To avoid burnout, you can follow these strategies: 1. Repetitive tasks 3.

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Call Center Agent burnout Scripts Metrics 52