Mary Ann Chandler
Published: June 13, 2019 | Comments
Fifty-two percent of contact center staff believe their company isn’t doing
enough to prevent their teams from burning out. Unfortunately, the center
environment causes burnout and can seem impossible to address.
For instance, high call volume days can be exhausting, especially when
calls tend to be more complex. Customer frustration can be contagious and
may spread like wildfire when stories are shared amongst the disengaged.
High volume days also cause disappointment when scheduled training classes
are the first activities canceled to meet service levels.
Sometimes long calls run into lunch or break time. Or, agents wait in idle
time before shift end and then receive a call right before they were
supposed to log off. All such scenarios can cause agent fatigue. As a
result, some agents might find ways to sneak little breaks in during the
day by hiding out in after call work (ACW) or unauthorized AUX states.
In the current state, these nuances are difficult to pin down and resolve.
But what if you could give every agent an automated manager to help them
stay on schedule, meet performance goals, and guarantee development
Make Sure Agents Take Breaks on Time!
Not staying on schedule causes frustration for a couple of different
reasons. The more obvious - breaks are highly valued, especially in the
contact center. Also, agents won’t meet adherence goals, even though the
issue is out of their control.
Instead, contact center automation improves schedule adherence. An
automated manager monitors center data to notify agents to go to their next
scheduled break, lunch, or log out for the day. This proactive approach
occurs a few minutes before the scheduled start time to avoid calls that
disrupt the schedule.
Employee surveys revealed positive feedback when agents have an automated
“Cool...always cutting it close because of that last-minute call before
“Finally, something to help us meet adherence!”
Offer Real-Time Support for Every Agent
Agents have specific performance metrics to meet when handling calls. They
may need to put customers on hold or consult with another agent in order to
assist the customer, and these scenarios can put performance goals at risk.
More than likely, supervisors won’t have real-time awareness that their
assistance is needed.
Thresholds can be set to check in when agents are on a long call or
consulting with another agent. This manager can also remind agents that
they’ve placed a customer on hold for an extended period of time. While
wrapping up, agents in ACW beyond a specific time threshold will be asked
if they need assistance.
“I especially like how it lets you know right at 2 minutes if you’re in
ACW. I appreciate anything that will help me perform better at this point.”
Offer Work Variety
Handling calls can be monotonous, so offering different activities can
break up the day nicely. Examples include: personalized training, coaching,
reading critical communications, self-serve knowledge breaks, back-office
Imagine being able to offer such variety when most center workforce
management and operations professionals know that they can barely squeeze
in a minimal amount of mandatory training.
The automated manager allows more agent development activities than
possible in a traditional contact center. The manager sends these
activities directly to agent desktops when service level conditions are
optimal and will prompt agents to return to call handling if volume spikes.
“I think this is a much-needed tool, especially on high volume call days.”
Working as a call center agent is no walk in the park, but you can
alleviate many of the stressors that happen throughout a typical shift and
guide agents seamlessly throughout the day.
“What a great change for a morale boost.”
(Photo © VadimGuzhva - stock.adobe.com)