Is it just me, or do call center agents seem burned out lately? They're sometimes lackluster, dismissive — and even rude, according to customers. There may be a reason. A new study by CMP Research, a market intelligence firm for the customer management industry, suggests many call center workers are at the end of their rope. It says reducing agent burnout is one of the top priorities for customer contact leaders...Read More

Across the industry, workers are measured on dozens of tasks from “average handle time” to “first call resolution” and worker burnout rates are high. In a 2022 survey, 65% of call-center agents anticipated leaving their jobs in the following two years, according to market research firm Customer Management Practice, which polled 1,000 workers between...Read More