Fonolo

SEPTEMBER 28, 2021

According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

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. According to findings of a survey conducted by Toister Performance Solutions, not incorporating display boards can have a negative impact on burnout.

Agent burnout 53

Agent burnout Contact Center Gamification Interactive Voice Response 53

Playvox

APRIL 4, 2023

The study also revealed that customers are turning to digital channels to complain more often than phone calls, with 32% of customers surveyed sharing their complaints on social media. Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. That’s not to say that all feedback should be positive.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

APRIL 1, 2020

And, it gives you ample opportunities to celebrate progress, keeping morale high and teams engaged. When agents view your quarterly goals through the lens of their individual role, they can be intimidating. With objectives set, your agents have more manageable metrics and outcomes to impact.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Balto

JANUARY 21, 2025

Typically gathered through an after-call survey, CSAT reflects whether your call center agents delivered on customer expectations. Agent Turnover Rate High turnover rates disrupt your customer service teams and increase costs. Tracking this metric helps you address burnout, training gaps, and overall morale.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Typically gathered through an after-call survey, CSAT reflects whether your call center agents delivered on customer expectations. Why CSAT Matters: CSAT highlights the quality of call center operations and agent performance from the customers perspective. Pro Tip: Your tenured agents are an untapped resource of expertise.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

JULY 29, 2021

Creating and sending surveys can add to your agent’s wrap-up work. Save time by automatically sending links to surveys via SMS or email after calls. #17 Average idle time measures the time agents waiting for calls to come in. This shows the rate of unauthorized days off taken by agents. 19 Average idle time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52