Agent burnout Morale Study 
Fonolo
FEBRUARY 14, 2019
We’ve previously discussed ways to combat agent burnout , but today we ask: What are the symptoms? Identifying the symptoms of burnout as soon as possible can significantly boost your service quality, workplace satisfaction, and bottom line. A drop in agent productivity or performance is one tell-tale sign of burnout.
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. Agents check out.
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Playvox
APRIL 4, 2023
According to the 2023 Customer Rage Study by CCMC and Arizona State University , 74% of respondents reported experiencing a problem with a company’s product or service, up from 66% in 2020 and 56% in 2017. In 2022, the average agent turnover rate at all contact centers was 24% and climbed as high as 30% for large customer service centers.
SharpenCX
APRIL 29, 2020
Working in an always-on environment with no room for a breather swiftly leads to burnout. And burnout leads to a whole host of other problems that impact your business outcomes – like spikes in turnover and absenteeism. A study out of the American Psychological Association found that burned-out employees are 2.6x
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.
JustCall
DECEMBER 1, 2022
According to a study, 86 % of millennial job seekers are more likely to accept a job that includes at least some the ability to work from home. One study found that Gen Z is 55% more likely to start a business than millennials. Complement Proposed Tasks According To The Competence Of Call Center Agents. Prevent Agent Burnout.
Playvox
JANUARY 11, 2024
These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness.
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