Agent burnout Personalization Service level 
Noble Systems
SEPTEMBER 3, 2019
In addition, you may be risking your reputation and impeding the quality of customer service, which can lead to plummeting customer satisfaction. So, let’s dive into the top five causes of agent burnout and look into what you can do to combat them. Overworking agents. Lack of proper agent training.
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.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Calabrio
MARCH 25, 2025
Adherence to Schedule: This metric monitors an agent’s ability to stick to their assigned schedule. Why it matters: Consistent adherence ensures adequate staffing levels, minimizing wait times and maintaining service level agreements. With agents themselves, its no different.
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. Remember that old phrase — agents quit their leaders, not the company.
Comm100
OCTOBER 10, 2022
The majority of customer service queries are repetitive and simple in nature, like ‘how do I reset my password’, ‘where is my delivery’, or ‘what time is your store open’. While these queries can easily lead to agent burnout, they also use up valuable agent time.
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.
Playvox
JULY 31, 2023
Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. The provision of an agent dashboard provides insight to remote agents when they start their shift for the day. My metrics : A display of an agent’s personal metrics.
Expert insights. Personalized for you.
53 
Let's personalize your content