Managing Emotional Labor in the Contact Center

The phone beeps in my ear; I answer with, “Thank you for calling Hoosier Healthwise. This is Mark. How can I help you today?” I pause to allow the other person on the line...

Preventing Contact Center Agent Burnout

Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic. Fear of being exposed to the virus in the workplace, concerns about personal and family members’ health...
Contact Center Pipeline Blog