FEATURE
BY LINDA HARDEN, CONTACT CENTER PIPELINE; Q & A WITH DAVE RENNYSON, SuccessKPI
WHAT CAN BE DONE TO PREVENT AGENT BURNOUT?
Q & A WITH...
THERE ARE NEW AI-POWERED QM TOOLS THAT CAN HELP.
ILLUSTRATION PROVIDED BY ADOBE IMAGES
Agent burnout continues to be one of the most widespread, far-reaching, costly, and persistent issues facing contact centers. It manifests itself in many ways, including:
• Critical, negative, weary, or disinterested comments, language, and tone when engaging with customers and colleagues.
• Lowered performance and productivity.
• Late arrivals, early departures, longer breaks, unexpected and unexplained absences, and ultimately, sudden quitting.
DAVE RENNYSON
Agent burnout touches on practically every dimension of the organization because contact center agents are often the primary, and sometimes only, human touchpoint with customers. Therefore, how agents interact with them shapes brand perception and loyalty.
Customers may be asking themselves:“ What is wrong with this company, and can I trust their products and services?”
To learn more about agent burnout, its impacts and causes, and how it can be mitigated and prevented, I had an interview with Dave Rennyson, President, CEO, and Co-Founder of SuccessKPI.
6 CONTACT CENTER PIPELINE