Agent burnout Personalization Quality management 
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.
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.
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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.
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.
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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.
CSM Magazine
OCTOBER 10, 2023
What is more, 80% of consumers expect to solve their complex problems by speaking to just one person and yet between hold times, hand-overs, and ill-equipped agents, over half claim their interactions with support staff remain fragmented.
Talkdesk
JULY 16, 2019
Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue? What’s more, scaling up your team requires more workforce management resources directed toward even more performance and quality management personnel.
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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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