Tag: Motivating Contact Center Agents

3 Ideas to Help Customer Service Employees Work Through Burnout

Stressful day at work

The twentieth of May marks 16 years that I’ve been in business for myself, doing the things I’ve dreamt about, the things I love – training, writing, designing curriculum. I love where I am and what I do; yet recently I have experienced burnout.

Guilt was my first response to burnout. How dare I feel bored, disinterested and un-creative. So many people would be happy to be where I am; I should be grateful. I’m my own boss. A typical workday for me includes dining at a highly recommended local restaurant, perhaps a walking tour of a historic city in the south, shopping for shoes in Toronto’s fashion district or meeting beautiful spirited Native Americans in Milbank, South Dakota. All this is after a well-received training session or keynote.

I am grateful, actually, and yet, I was experiencing burnout. I wonder if your employees have ever been where I am just now emerging from – the brink of burnout. Maybe you, too, have felt unmotivated at work. I’ve addressed, really still addressing, my burnout by doing 3 things. These 3 things, I believe, can help your employees (or you), out of a rut when they feel burned out or simply un-motivated.

1. Don’t allow customer service employees to spend more than 80% of their time on the phones

Motivate Your Employees Like Fans Motivate Their Sports Teams

Operator woman talking on headset at work

Managers can learn much about praise from the sports industry. Critical to the success of any sports or corporate team is praise. Here’s how coaches and fans motivate athletes and (and what you can learn from them!):

Cheer your team.

Perhaps professional athletes would play simply for the money, but can you imagine a basketball game with no fans and no roaring cheers? It wouldn’t be the same without the fans. The cheering of fans energizes athletes. Fans cheer to motivate, encourage and show support for their teams.  Athletes, like your employees, are motivated by both money and praise. Never assume money alone is going to motivate and keep employees.

Praise progress, not just results.