When agents feel overworked, unsupported, or disengaged, turnover rates can spike. High agent churn increases recruitment and training costs while disrupting team dynamics and performance.

Poor AX often leads to demotivation, which reduces agent productivity. Unhappy agents are less likely to focus on tasks, leading to inefficiencies and longer handling times.

Agents who are unhappy or stressed are less likely to provide high-quality service, which can result in poor customer interactions, lower customer satisfaction, and decreased brand loyalty.

Burnt-out agents are more prone to taking frequent sick days or being less reliable, which can strain the scheduling and workload balance of the entire team.

Agents with negative experiences are less likely to invest in improving their skills or engage in training programs, leading to stagnation and a lack of innovation within the team.

Contact centres with poor agent experiences can develop a negative reputation, making it harder to attract talent and leading to potential service-level issues with clients and customers.

Calabrio’s WFM tools empower agents with flexible scheduling, promoting better work-life balance and long-term well-being. With automated forecasting and self-scheduling capabilities, agents can seamlessly adjust breaks, move lunches, add extra hours, or take time off, creating a more balanced and satisfying work environment.

Calabrio’s analytics tools enable organisations to stay ahead of agent needs by monitoring performance and behaviour in real time. With sentiment and tone analysis, subtle attitude shifts can be detected early, allowing for timely interventions that support agent well-being and foster growth.

Calabrio’s Auto QM transforms coaching by automatically scoring 100% of customer interactions, providing actionable insights so team keaders can focus on delivering meaningful feedback that helps agents thrive and grow.

Calabrio keeps agents engaged by integrating seamless, ongoing training, using live screen monitoring and desktop analytics for real-time feedback and best practice sharing, while WFM tools optimise quiet periods for development.

Calabrio’s Generative BI tools simplify performance tracking with advanced, easy-to-create reports and weighted scorecards that highlight key KPIs, giving agents clear insights into their progress and driving continuous development.

Calabrio prioritises agent well-being by providing real-time insights to detect stress or fatigue early and implementing proactive initiatives like personalised schedules, fostering a motivated and empowered workforce ready to deliver exceptional service.