If you see an agent who’s overly tired, you might want to pull her off the phone with customers. Here’s why.
People who are overly tired struggle much harder to solve problems and make good decisions than those who are well-rested, a University of Massachusetts-Amherst study recently found.
We understand that contact center leaders can’t make their agents go to bed at a certain time. But you can try these tips:
- Direct agents to the research so they understand the effects of sleep deprivation on their work
- Encourage agents to get second opinions on tough decisions if they feel overtired, and
- Bring up bigger issues at meetings or in training sessions set for early in the week after agents might have rested up over the weekend.
