Whether your agents are going into work or working from home, the COVID-19 pandemic has changed the way you conduct your customer service operations. Feelings of fear, anxiety, isolation, and helplessness can be overwhelming and workplace stress can lead to burnout. Not to mention, the end of year holiday season can be difficult for some. Add that to the mix and it is a recipe for agents and business leaders alike to reach their breaking points.
Navigating customer relations has always been a tricky endeavor, and 2020 has only made that more challenging. How your customer service teammates cope with these emotions and stress can affect their well-being, which ultimately can affect your business operations. During this pandemic, it is critical that you recognize what stress looks like, take steps to build up your team’s resilience, and manage job stress.
We welcome Jenna Holtzman, M. Ed., Board Certified Behavioral Analyst, alongside Emily Gray, VP, Customer Success, for a conversation on best practices and tips to maintain and improve mental health and wellbeing during these trying times.