Has working in a call center become more difficult post-pandemic? According to CustomerServ, business processing outsourcing call centers report an increase in agent burnout and attrition, especially on more intense and complex programs requiring longer than normal training times. This burnout could be because of factors outside the call center, such as the continuing COVID situation with new variants cropping up every few months, the economy and inflation or even just the world unrest in general. As CustomerServ pointed out, “customers are more impatient, and who can blame them? The stress is felt all around, but eventually, the frontline call center agent bears the brunt.” The company painted a not-so-rosy picture: “Imagine sitting in a cubicle or at home fielding hundreds of calls in a typical eight-hour shift, often receiving little praise LOOKWHO’S TALKING By Bruce Christian Conversation Intelligence Leading to Success in Today’s Call Center CORE COMMUNICATIONS 56 CHANNELV ISION | JULY - AUGUST 2022
RkJQdWJsaXNoZXIy NTg4Njc=