Agent burnout Metrics Quality management 
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? Preventing Agent Burnout.
Calabrio
MARCH 25, 2025
This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.
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Balto
JANUARY 17, 2025
But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.
Balto
JANUARY 18, 2025
But the good news is that with a robust call center management strategy, including the right strategies, tools, and leadership approach, you can transform chaos into consistency and set your team up to thrive. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Monet Software
NOVEMBER 11, 2020
Unusually negative reactions to managers and coworkers. Declining customer satisfaction ratings and other metrics. An agent suffering from burnout may not show all of these symptoms. Some immediate relief may be achieved with the suggestions above but true recovery from burnout can take weeks or longer to achieve.
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.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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