Managers must show Empathy. Being a CSR is a tough job. Sometimes, reps just need someone to listen to them and show them they care. In addition to these fundamental steps, there are other methods to prevent agent burnout. Rotate jobs or seat locations.
Performance usually improves when agents move to another location.
Teach them to visualize. The more water reps drink, the more nourished their brains will be and the better they will be able to handle stress. Agent burnout is entirely preventable. Richard F. Gerson, Ph.D., CMC, CPC, is president of Gerson Goodson Performance Management, a consulting firm specializing in the psychobehavioral aspects of individual and organizational performance improvement. Us Copyright 1996-2000 Advanstar Communications.