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Managing Contact Center Burnout
Tips to Improve Mental Health and Reduce Agent Attrition
According to some contact center industry stats, 74% of call center agents are at risk for burnout, of which 30% are at high risk. These are frightening numbers if we consider the severe consequences burnout has on individuals and companies.
Now, let’s look at the World Health Organization’s definition of burnout. According to the International Classification of Diseases (ICD-11), employee burnout is a “syndrome conceptualized as resulting from chronic workplace stress that has not been successfully managed.”
So, does this mean that if we find solutions to manage stress levels in organizations efficiently, we will finally be able to reduce burnout rates among employees and improve their work satisfaction and performance levels?
And does this apply to contact centers – the industry where mental health issues and burnout rates are known to be much higher than in any other? Let’s find out from the experts!
Join this lively dialogue with our guest, Jacquelyn Levin, CEO of Python Insurance, to learn tips and strategies to prevent burnout, improve mental health, and reduce agent attrition and turnover in contact centers.
Some of the topics covered:
✔ Contact Center burnout & mental health status – an overview
✔ Burnout and poor mental health root cause(s) – the conflict
✔ The impact of poor mental health on individual and company results – the rise of “quiet quitting”
✔ Leading by example: the importance of managers and owners managing their own mental health, job satisfaction, and happiness
✔ Strategies to prevent call center agent burnout
✔ Employee support programs for mental health
✔ Simple stress management tips you can apply daily
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Join a lively conversation with:
Jacquelyn Levin
CEO,
Python Insurance
Python Insurance
Jacquelyn Levin is a business owner and entrepreneur with a background and master’s degree in clinical psychology. She has spent the last decade integrating her experience with human psychology and applying it to the business world.
Currently, she owns a National Insurance agency and International lead generation and marketing company. Jacquelyn’s ongoing goal is to help as many people as possible understand and find the best insurance plans to meet their needs.
Christian Montes
Executive VP of Client Operations,
NobelBiz
NobelBiz
With over 15 years of leveraging technology and creative tactics to drive outcomes, Christian has worked with some of the largest Enterprise Contact Centers, BPOs, and Global CCaaS providers in the world.
Host of the First Contact – Stories of the Call Center Podcast, where he interviews leaders from the contact center industry searching for new insights, tips, and stories. Host of the NobelBiz | Webinar Series, which brings top leaders in the industry together to discuss important topics and share best practices.
