Building Resilience in Contact Centres: Strategies for Tackling Agent Burnout 2024

On 26th March 2024, contact centre professionals came together for a Transformation & Innovation (T&I) Group session focused on one of the industry’s most pressing challenges: agent burnout. With rising contact volumes, heightened customer expectations, and increased pressure on teams, burnout is no longer a background issue - it’s a strategic priority.

In partnership with the South West and Northern Contact Centre Forum, this session explored the financial and operational impact of agent burnout, the warning signs leaders should watch for, and the actions needed to foster a more resilient workforce. The resulting white paper captures these insights and offers practical guidance for creating sustainable, agent-focused contact centre environments.

Download the whitepaper today to discover:

• What burnout really looks like in a contact centre environment - and why it’s on the rise
• The core causes of agent burnout and how internal and external pressures intersect
• How to balance empathetic leadership with technology to identify and reduce burnout risk
• The role of AI, WFM, and QM tools in early detection and agent support
• Practical strategies from peers on mental health prioritisation, training, and human connection