Fragmentation to Fatigue: The link between Contact Centre Design, Agent Burnout and Profitability

Agent Burnout Is a Business Issue, Not Just an HR Issue What happens when the pressure placed on contact centre agents starts affecting more than employee wellbeing? In this thought-leadership webinar, industry experts explore the often-overlooked connection between agent experience, contact centre design, customer experience and business performance. Contact centre agents are dealing with increasingly demanding customers, rising expectations, greater complexity and an ever-growing number of systems and processes. Over time, this pressure can contribute to burnout, absenteeism and staff turnover — while also impacting customer satisfaction, operational performance and profitability. In this 45-minute discussion, our panel explores: • Why agent burnout is becoming a significant risk for modern contact centres • How fragmented systems and disconnected workflows contribute to fatigue and inefficiency • The hidden business costs of poor contact centre design • The relationship between agent experience and customer experience • How employee wellbeing can influence operational performance and profitability • Practical strategies for creating a more connected, productive and resilient contact centre Whether you work in Customer Experience, Contact Centre Management, Operations, IT or People, this discussion offers practical insights into how organisations can create better environments for the people delivering their customer experiences — while improving business performance. Because great customer experiences start with the people delivering them. #ContactCentre #CustomerExperience #AgentExperience #AgentBurnout #EmployeeExperience #CX #ContactCentreManagement #CustomerService #BusinessPerformance