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How to save your customer service team from burnout
Burnout is a real issue across a business that can be costly in more ways than one , and here . Here , Blair Strachan , of leading customer service outsourcer , Kura , explores ways to help prevent your team from getting burnout at work .
Encourage regular breaks
In a fast-paced industry such as customer services , it may feel like taking screen breaks and time away from the work environment may be difficult . While customer service agents may be busy , it is still important to ensure that your employees get regular time to themselves .
Taking a break can be beneficial to not only the wellbeing of staff but also their productivity and therefore the performance of the company . If customer service staff are working remotely , it is important for management to still encourage taking breaks and stick to a routine .
Utilise technology and AI
Technology in various forms , including the development of Artificial Intelligence ( AI ), can be implemented in customer service to streamline the process and alleviate some of the workload in a bid to reduce burnout in employees .
Using technology can offer a greater experience for the customer as well as benefitting those working in the sector .
Have regular one-to-one meetings
Customer service is an energic environment and can , if not managed effectively , result in physical fatigue as well as emotional exhaustion , so it is important to consider this daily , as you look after your customer service agents .
The nature of the sector often makes it tricky to have time with a manager or a mentor to check in on a regular basis .
Nevertheless , it is important to ensure that these meetings happen , and that they aren ’ t avoided . Rather than ad-hoc catch ups , be sure that they are planned .
Offer support and incentives
As well as opportunities for feedback to be given , it is important for leaders and managers to take this on board and act upon it .
Not doing anything about the feedback or concerns you have been given will not solve anything and could add to any stress or burnout of your workforce .
Staff may be left feeling ignored , and with their opportunity to speak about issues or struggles having gone , they could see an impact on their wellbeing in the workplace .
Another way to reduce the likelihood , and impact of burnout is to incentivise and reward staff . This could be related to performance , but perhaps more effectively would be more focused on wellbeing .
Overall
Evidently , there are a few ways that managers can protect their customer services team from workplace burnout , and the key is implementing these effectively . Provide a platform for staff to speak up and tell you of concerns and be sure to offer the support they need to effectively do their job .
Technology is there within customer services to help , so be sure to make the most of it – used effectively it can benefit employees and help save them from burnout . At the same time , this can have a positive impact on the experience of the customer and the performance of the business . x
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