AGENT WELLBEING
EXCELLENT WELLBEING FOR EXCEPTIONAL CX HOW TO DETECT AND ACT ON AGENT ISSUES .
BY FLORIAN GARNIER , CALABRIO
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Contact center representatives shape an organization ' s reputation in today ’ s contemporary business world . They represent the brand through millions of interactions and can influence the customer experience ( CX ).
The stakes are high , and agents must deliver the highest caliber of service because almost two-thirds of customers leave after just one negative encounter .
Ensuring the wellbeing of the agent is essential for achieving effective agent performance . Our recent research reveals a worrying trend : 53 % of contact center workers report having symptoms related to stress , which makes it difficult for them to maintain critical job skills .
Stress and disengagement among agents can lead to a decline in critical thinking , empathy , and adaptability , which are crucial for providing high-quality customer service .
28 CONTACT CENTER PIPELINE
A hard-earned reputation can be damaged when an agent ' s wellbeing deteriorates because of the effect it has on the CX . Agents who experience burnout , overstress , or lack of support are less likely to interact positively with clients .
AGENTS WHO EXPERIENCE BURNOUT , OVERSTRESS , OR LACK OF SUPPORT ARE LESS LIKELY TO INTERACT POSITIVELY WITH CLIENTS .