According to a study by Gallup, burned-out employees are 63% more likely to take a sick day and 2.6 times more likely to be actively seeking a different job.
While many companies recognize the importance of employee experience as part of their customer experience programs, there is still room for improvement. When companies prioritize customers at the expense of employee experience, this often leads to employee burnout, disengagement, and turnover.
Increasingly, more companies recognize the critical role of EX within the larger CX ecosystem. In addition to prioritizing work-life balance and professional development, companies are also investing more in mental health support and well-being resources for their employees.
CX teams can help these efforts by leveraging their text analytics superpowers.
Mindful Insights: How Text Analytics Can Be Activated to Reduce Stress and Improve Wellbeing
For some, call center work can be repetitive, stressful, and emotionally taxing, which can lead to burnout for agents who feel overwhelmed and overworked.
Here are 5 practical ways companies can use text analytics to reduce employee burnout:
Identify high-stress calls
Identify calls that are more likely to be stressful or emotionally taxing for agents. Companies don’t need to wait until employee productivity falters or employees raise their hands. Instead, leaders can use this information to provide additional support or resources to agents who handle these types of calls.
Monitor agent sentiment
Monitor the sentiment of call center agents by analyzing their written communications with customers and colleagues. This can help identify agents who may be experiencing high levels of stress or burnout and provide them with targeted support or interventions.
Identify coaching opportunities
Identify areas where call center agents may need additional training or coaching. By providing targeted training and coaching, companies can help agents feel more confident and competent in their roles, which can reduce stress and burnout.
Re-balance workloads
Analyze call volume and customer issues to help managers prioritize workloads and ensure that agents are not overwhelmed with too many high-stress calls.
Recognize excellence
Build leaderboards to track top-perfoming and most-improved agents who regularly exhibit empathy toward customers. Research shows that displaying empathy can help reduce employee burnout, whereas sympathy and compassion increase burnout.
When employees feel supported, empowered, and appreciated, they are more likely to go above and beyond to meet customer needs and provide a positive experience.
See more posts about empathy:
What Is Empathy… Really?
Can Empathy Be Measured?
Can Empathy Be Taught?
Recent posts
- UX Word of the Day: Qualitative Coding
- Discovering Hidden Insights with Kano Analysis: A Case Study
- ESAT & CSAT: A Survey Alignment Love Story
- UX Research Toolbox: Anatomy of a Compelling Narrative for Your UX Research Reports
- Data Overload? How to Manage the Flow of CX Insights Effectively
