TeleDirect

MARCH 13, 2025

Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

MiaRec

MAY 11, 2024

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. The constant stress and lack of work-life balance can result in agent burnout.

Morale 105

Morale Contact Center Agent burnout Personalization 105

Vistio

DECEMBER 16, 2024

Workload Imbalances: Overwhelming agents with unrealistic expectations or consistently assigning them the toughest calls can lead to rapid burnout. Lack of Personal Growth Opportunities: Without clear paths for advancement or skill-building, agents may view their roles as dead ends rather than stepping stones.

Contact Center 52

Contact Center Agent burnout Construction Coaching 52

Fonolo

SEPTEMBER 28, 2021

Being an amazing agent takes a great deal of patience, empathy, and problem solving. Although you may not be able to tell if someone possesses these qualities strictly based on their CV, you can get a better idea if their personality is suited for the job by integrating a role-playing exercise into your interview process.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

ShepHyken

APRIL 10, 2023

My Comment: Do your customer service reps (or anyone on the frontline) suffer from burnout? In the customer service/support world, many agents deal with angry customers and negative situations all day. Not everyone has the personality to deal with this long-term.

Customer Service 31

Customer Service Agent burnout Chatbots Engineering 31

TeleDirect

FEBRUARY 7, 2025

Enhances Customer Satisfaction Customers appreciate when agents genuinely listen to their concerns. More personalized service. Stronger customer-agent relationships. Reduces Call Times Active listening helps agents identify customer needs faster, leading to shorter call durations and improved efficiency. A: Absolutely.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

Fonolo

AUGUST 10, 2021

Think about hiring a support team or person who manages social media in all respects — posting, keeping up with trends and promptly addressing customer feedback. How Your Call Center Can Overcome Agent Burnout. 7 Things Your Customers Want Your Contact Center to Know.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

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. What is the general perception of call centers? Let's keep it real.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

MARCH 8, 2023

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. The key is to remain calm and confident even if the agent is negative or unenthusiastic.

Morale 195

Morale Contact Center CCNG Agent burnout 195

NobelBiz

FEBRUARY 11, 2025

The key isnt IVR or live agents alone but using both effectively. Automation handles routine tasks, while human agents provide a personal touch. Lets break down IVR vs. live agents, the pros and cons of each, and how businesses can integrate them effectively. Scalability Challenges Live support doesnt scale easily.

Interactive Voice Response 52

Interactive Voice Response Agent burnout contact center solutions CRM 52

Calabrio

MARCH 25, 2025

Balance Your Contact Centers Workloads Adopting a proactive, rather than reactive, workforce management approach is crucial to overall agent performance.Get ahead of issues, avoid agent burnout, and meet customer demand efficiently with the help of sophisticated forecasting and scheduling tools.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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.

Call Center 95

Call Center Agent burnout Contact Center Call center experience 95

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. Contact center outsourcing gives you access to highly trained agents available to customers around the clock.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Contact Center Pipeline

AUGUST 10, 2021

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

Contact Center 208

Contact Center Management Personalization Agent burnout 208

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

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. Burnout disturbs the agent’s focus and motivation.

Call Center 52

Call Center Agent burnout Scripts Metrics 52

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? Inadequate tools and resources.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Hodusoft

JULY 2, 2024

Trends that are discussed in the webinar include- Emphasis on data security and privacy CX remains the notable differentiator The surge in demand for cross & multi-channel integration In today’s insurance sector, customers demand more personalized, efficient, and transparent interactions with their insurers.

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

TechSee

MAY 18, 2022

This seems to be the sweet spot necessary to balance appropriately between efficiency and agent burnout. But in fact, when agents rush to answer each customer’s inquiry, they spend less time with each customer, resulting in decreased customer loyalty and satisfaction.

Call Center 109

Call Center Contact Center Benchmark Agent burnout 109

Outsource Consultants

JUNE 15, 2022

With online shopping becoming more popular, consumers are less likely to talk to their in-person representative about their orders. If you are experiencing long wait times and agent burnout, it’s time to add support. Instead, they speak with a contact center representative. 2) Be proactive.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

SmartAction

JUNE 27, 2023

Today’s virtual agents are far from the robotic voices of the past. With conversational AI, you can maintain a personalized touch while improving response times and accuracy. Plus, your live agents will still be there to provide support when needed. They sound like real people, delivering exceptional service.

Contact Center 84

Contact Center Virtual Agent Agent burnout Self service 84

Nicereply

NOVEMBER 10, 2020

But how often do we ask the person who designed the shirt how they’re doing? Or, the person who built the webpage where the customer went to make their purchase? Read more: How to prevent agent burnout. And research consistently shows that satisfied customers are loyal customers, so it makes sense to check-in frequently.

Agent burnout 98

Agent burnout Finance Advertising Personalization 98

Fonolo

MARCH 8, 2022

This helps contact centers assure proper staffing levels, even in emergencies; and adherence, or ensuring agents are working for most of their shifts. likely too much for one person, a team, or a spreadsheet to manage. Agent burnout. Any miscalculations in forecasting or scheduling could result in overworked agents.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Playvox

NOVEMBER 29, 2022

While to the agent, it’s just handling another customer interaction, they are the “face” of the company and take the brunt of the rage from the customer. When customers are in a rage, it can be incredibly difficult to defuse the situation, creating stress and burnout for your agents. Examples Of Interaction Avoidance.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

Comm100

OCTOBER 10, 2022

While these queries can easily lead to agent burnout, they also use up valuable agent time. Chatbots can be used to handle almost all of these common inquiries so agents have more time to focus on more complex questions and tasks. These common queries are an excellent opportunity to introduce chatbots.

Chatbots 103

Chatbots Customer Service Self service Agent burnout 103

Dialer 360

SEPTEMBER 27, 2018

The integration of these key factor makes contact center environment, fatigue and burnout. If there are some personal accomplishments so reps can burnout. For some the persons, there are much stress results in an inability to work efficiently. Because of all factors that call center agents to find work quite taxing.

Agent burnout 20

Agent burnout Contact Center Call Center Contact center software 20

Fonolo

OCTOBER 25, 2022

This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This may include sick days, unapproved personal days, and extended breaks at the office. Keep in mind that some of these factors will be outside of management’s control — here are a few examples: Sick days and personal days.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

JustCall

NOVEMBER 22, 2023

Many growing businesses are struggling with this very hidden blocker that’s making it hard for their agents to work efficiently. It’s called the “agent tech stack mess”. The agent tech stack mess primarily breeds agent burnout. However, they don’t need more tools instead better coaching.

Agent burnout 52

Agent burnout Upselling Coaching Contact center software 52

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

Fonolo

JUNE 14, 2018

Overhauling company infrastructure to provide a more ‘personal’, intimate customer experience: Companies who have seen success in both online and in-store sales continue to reach the customer at every turn, via pop-up shops, alerts, and other innovative means. Working to improve chatbot technology is a trend to consider this year.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

Playvox

AUGUST 25, 2021

As in-person interactions with customers have largely been suspended during the pandemic, customer experience centers have evolved from simply offering reactive support to providing proactive customer engagement. This helps companies with more than 50 contact center agents reduce staffing costs while also preventing agent burnout.

Management 57

Management Agent burnout Contact Center Coaching 57

Nicereply

SEPTEMBER 6, 2022

When they need help from a person, your support team will be there, but they won’t have to rely on them for every question. 5 Tips for CX Leaders to Combat Customer Service Agent Burnout (Kustomer). Key quote: “Help your customers help themselves. A help center empowers customers to use your product independently.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Playvox

DECEMBER 13, 2022

Calling their own phone, family, or friends or handling personal issues when doing “outbound” work. While some might only see this as an agent behavior issue, the truth is, it’s a broad problem with a significant impact on the business. If only one person is practicing interaction avoidance, the impact is fairly small.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

SharpenCX

MAY 6, 2020

They crave interactions that use context from previous conversations to personalize their experience. Coaching your agents improves the quality of service they provide. When agents feel supported in their roles, and when they know their value, it takes less emotional labor to do their jobs.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

Zappix

FEBRUARY 20, 2024

Make Interactions Faster and Easier for Agents: Digital tools remove mundane and tedious tasks from agents’ plates, making interactions faster and easier. Agents can focus on delivering personalized and efficient service by automating routine processes and providing access to relevant information.

Call Center 52

Call Center Agent burnout Customer Experience Average Handle Time 52

Playvox

APRIL 4, 2023

But the gap between how managers view feedback and how employees see it simply isn’t good for agent morale and mindset. Agents can’t operate without that clarity, and frequent feedback is a way to make sure they get it. Automation has the added benefit of creating more time for personal engagement during feedback sessions.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78