{"id":52050,"date":"2022-05-17T10:00:26","date_gmt":"2022-05-17T17:00:26","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52050"},"modified":"2024-07-26T01:22:41","modified_gmt":"2024-07-26T08:22:41","slug":"prevent-agent-burnout-with-new-financial-services-contact-center-strategies","status":"publish","type":"post","link":"\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/","title":{"rendered":"Prevent agent burnout with new financial services contact center strategies"},"content":{"rendered":"<p><b>Highlights<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Financial call center agent turnover is all too common, but smart burnout prevention strategies can help turn the tide.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Scheduling consistency, a safe relaxation space, and great employee training programs can also help.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">With the right communication tools, financial services contact center agents are less likely to experience burnout.<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc40 \ud83d\udc40\u00a0 Did you know that digital transformation in financial services is well underway? Grab our infographic to get the whole story.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/support_pillars_financial_services_transformation.pdf\" data-id=\"6a090028e0b66\" id=\"6a090028e0b66\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a090028e0b66.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Check out the infographic<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">What are the three support pillars for financial services transformation? Find out with our free infographic.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02524\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a090028e0b66.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Contact center agent burnout has become a real challenge across the financial services sector. Insurance, mortgage and consumer lending, and investment contact center agents have all been impacted by burnout.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">High levels of agent burnout contribute to absences, low productivity, employee attrition, and poor service. In contrast, proactive strategies to guard against burnout optimize the experiences of your financial services contact center agents and your customers.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b><a id=\"Strategies\"><\/a>Strategies to help prevent agent burnout in your contact center<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The following are several key strategies to help prevent agent burnout in your contact center.<\/span><\/p>\n<h3><b><a id=\"Hire\"><\/a>Hire the right people<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It takes a certain personality and set of work skills to succeed long-term in a <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a> job. A friendly, customer-oriented attitude is a good place to start. However, other aspects of an employee\u2019s personality impact his or her ability to persevere through contact center challenges.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The ability to manage stress, maintain poise under pressure, persevere through obstacles, and maintain confidence are among traits that protect against burnout. The Society for Human Resources Management recommends a number of <\/span><a href=\"https:\/\/www.shrm.org\/resourcesandtools\/tools-and-samples\/toolkits\/pages\/screeningbymeansofpreemploymenttesting.aspx\"><span style=\"font-weight: 400;\">screening options<\/span><\/a><span style=\"font-weight: 400;\"> to help you hire the right people for your financial services contact center.<\/span><\/p>\n<h3><b><a id=\"Allow\"><\/a>Allow a safe space<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">People who struggle with anxiety or high levels of stress are familiar with the concept of a safe space. It is a quiet place to find solitude and separate from triggers that lead to feelings of stress or tension.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In many cases, the calls that come into a financial services contact center involve highly sensitive financial matters that can cause callers to feel overwhelmed and stressed. That stress can easily spread to agents. Whether it is one call that triggers a stressful response, or a buildup of calls over the day, sometimes a financial services contact center agent needs to step away.\u00a0 In tense moments, agent frustration can boil over and cause volatile blowups. Providing a calm place for an agent to go for a few minutes is better for your team, agents, and customers. It protects against agents feeling trapped at work.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To take things a step further, provide stress management coaching and resources. You can even put up posters and have other aids in your breakroom or quiet place. The safe space is simply a place agents know they can go for a few minutes when they feel the need to exit a tense environment.<\/span><\/p>\n<h3><b><a id=\"pressure\"><\/a>Don\u2019t add to the pressure<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The job of a contact center rep is stressful enough; you don\u2019t want to unintentionally add to the pressure with restrictive policies and procedures. Unnecessary rules and restrictions offer little benefit and contribute to feelings of workplace discomfort.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">During COVID, many employers relaxed dress codes when practical to help workers feel more comfortable. Recognizing the cultural benefits, some employers plan to maintain relaxed policies indefinitely. While you understandably need your contact center agents to dress appropriately for financial services reps, that doesn\u2019t necessarily mean they need to adhere to a strict dress code. A few simple, reasonable suggestions should suffice.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Micro-managing causes stress as well. A positive, coaching-oriented approach is more likely to encourage agents than continuous criticisms.<\/span><\/p>\n<h3><b><a id=\"Improve\"><\/a>Improve training programs<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A lack of training is a common culprit in burnout and employee resignations. When employees feel inadequate, it makes them less confident in conversations with customers. Uncertainty during tough conversations enhances the stress. This is especially true for agents in financial services contact centers, who are responsible for providing accurate, current information to users inquiring about their financial assets or circumstances.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Training is not just a one-time, upfront activity when done right. Offer periodic, consistent coaching and training for your agents. Provide ongoing access to training tutorials, resources, and cheat sheets that team members can refer to when issues come up.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52052\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-cx.jpeg\" alt=\"A financial services call center agent with a headset sits in front of a laptop\" width=\"569\" height=\"700\" \/><\/p>\n<h3><b><a id=\"schedule\"><\/a>Provide schedule consistency<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">A consistent schedule helps agents feel more in control of their work-life balance. If you alternate an employee\u2019s shifts or make constant schedule changes, it is difficult for people to plan their lives outside of work.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It seems necessary, at times, to sacrifice employee comfort for urgent workplace demands, but this thinking contributes to burnout. It puts short-term bandaids on your human resources needs, but the long-term consequences aren\u2019t worth it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There are available tools to help you with workforce engagement and management. For example, RingCentral\u2019s contact center solution includes workforce management tools, enabling managers to quickly and easily maximize coverage while customizing schedules to ensure agents can enjoy a good work-life balance.<\/span><\/p>\n<h3><b><a id=\"Watch\"><\/a>Watch for warning signals<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">There are often early warning signs that someone is struggling with burnout. It is better to recognize signs before burnout sets in. Early intervention improves the chances that you can help an employee find comfort, get restored, and stay on the job.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The following are some of the common indicators of pre-burnout or burnout among financial services contact center agents:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Lack of sleep<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Irritability<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Changes in personality<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reduced productivity<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tardiness or absences<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Conflicts with coworkers<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Simple mistakes<\/span><\/li>\n<\/ul>\n<h2><b><a id=\"optimized\"><\/a>Provide optimized communication tools<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">One of the simplest, but often overlooked, ways to prevent burnout is to equip your agents with the best technology tools. Adequate technology helps streamline calls, prevents redundancies, improves first-call resolution rates, inspires collaboration, and optimizes efficiency.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Some key features to help contact center agents include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Intelligent call routing<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Workforce Engagement Management (WEM)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">CRM integration<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">AI Agent Assist (using customer sentiment to help the agent in responding\/handling calls)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Real-time interaction guidance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Agent Desktop (for knowledge articles and customer prompts)<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">360 feedback surveys<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">A cloud-based, cross-channel communications solution is a must in a contact center seeking all of these benefits. Unified communications systems allow seamless transitions between customers, regardless of channel. They also route calls to the most qualified agent and allow for easy transfers to other agents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In insurance contact centers, some agents may have more experience answering questions about certain policy types. Skill-based contact routing ensures a customer is routed to the ideal agent to respond to their particular question.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In mortgage and consumer lending contact centers, customer-facing agents might need to collaborate with multiple team members to resolve customer issues. They may even work in different locations. A cloud-based unified communications system allows for effective collaboration across all common channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In investment contact centers, some questions require reps with particular credentials or licensing. The routing and simple agent transfer capabilities help get the client to the right agent in the fastest way possible.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">In banking contact centers, many of the questions may focus on fraudulent charges on a bank or credit card account. The use of unified communications (internal collaboration) and contact center solutions (intelligent call routing) can help get the customer over to a fraud specialist so that the matter can be resolved quickly, adding to an overall positive experience for the customer.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_green\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"1232\" height=\"924\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/financial-services-contact-center.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\"><\/span><b>UP NEXT: 8 reasons to modernize your financial services contact center<\/b><span style=\"font-weight: 400;\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-1068373440\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t\t\t<title id=\"cta-ring-logo-1068373440\">Ring Central Logo<\/title>\t\n\t\t\t\t\t\t\t<path d=\"M154 3.89618H150.386V26.9657H154V3.89618Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M141.313 11.6299C137.976 11.6299 135.388 13.2501 134.95 16.5546H138.504C138.754 15.3082 139.675 14.5591 141.313 14.5591C143.214 14.5591 144.086 15.6499 144.086 17.3647V18.1444H140.438C137.078 18.1444 134.593 19.6411 134.593 22.697C134.593 25.7529 136.619 27.3411 139.55 27.3411C141.826 27.3411 143.323 26.3721 144.133 24.8145H144.288V26.9529H147.716V17.4802C147.702 13.8276 145.833 11.6299 141.313 11.6299ZM140.58 24.5675C139.177 24.5675 138.303 23.8809 138.303 22.7339C138.303 21.4233 139.238 20.7383 140.921 20.7383H144.069L144.086 20.9549C144.088 23.2232 142.777 24.5675 140.58 24.5675Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M128.187 26.9657V19.2047C128.187 16.8979 129.623 15.4317 131.896 15.4317H133.321V12.0036H131.854C130.14 12.0036 128.893 12.6581 128.114 14.1243H127.988V12.0036H124.591V26.9753L128.187 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M122.295 23.6627V26.9657H119.833C116.371 26.9657 114.47 25.3615 114.47 21.8997V14.9729H112.008V12.0036H114.47V8.03009H118.088V12.002H122.295V14.9713H118.088V21.4794C118.088 22.851 118.898 23.6611 120.269 23.6611H122.295V23.6627Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M100.161 26.9657V18.3C100.161 16.1793 101.472 14.7917 103.589 14.7917C105.615 14.7917 106.831 15.9627 106.831 18.2535V26.9657H110.452V17.6776C110.452 13.9046 108.618 11.6299 104.872 11.6299C102.593 11.6299 100.851 12.6565 100.073 14.0586H99.9444V12.0036H96.5548V26.9753L100.161 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M86.8688 24.3814C84.5925 24.3814 83.0638 22.8542 83.0028 20.4528H94.0699L94.0539 19.2833C94.0539 14.2655 90.8119 11.6443 86.8512 11.6443C82.5729 11.6443 79.448 14.7002 79.448 19.4999C79.448 24.2996 82.3483 27.3555 86.8512 27.3555C90.6226 27.3555 93.085 25.3599 93.802 22.4291H90.2986C89.9103 23.5536 88.9559 24.3814 86.8688 24.3814ZM86.8544 14.6377C89.2222 14.6377 90.6258 15.9787 90.7204 17.8492H82.99C83.3317 15.9483 84.4834 14.6377 86.8544 14.6377Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M68.631 27.3732C74.0243 27.3732 77.0802 24.3814 77.7973 19.9395H74.1301C73.5863 21.9655 72.1105 23.836 68.6294 23.836C65.0457 23.836 62.1759 21.3912 62.1759 16.0413C62.1759 10.6914 65.0457 8.2531 68.6294 8.2531C72.2132 8.2531 73.6505 10.1236 74.1301 12.1191H77.7973C77.2037 7.6756 74.1943 4.7865 68.631 4.7865C62.6459 4.7865 58.313 8.96375 58.313 16.0927C58.313 23.2216 62.6459 27.3988 68.631 27.3988V27.3732Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M52.437 12.0036V14.0569H52.2654C51.4553 12.6244 49.7725 11.6282 47.3759 11.6282C43.8676 11.6282 40.7057 14.4034 40.7057 19.2978C40.7057 24.1921 43.8226 26.9978 47.3759 26.9978C49.6827 26.9978 51.043 26.0593 52.0841 24.4712H52.2493V27.625C52.2493 29.3078 51.3141 30.0874 49.7869 30.0874H42.4543V33.3085H49.718C53.7396 33.3085 55.8908 31.0627 55.8908 27.3844V12.0036H52.437ZM48.3689 23.7237C45.9674 23.7237 44.4402 22.2302 44.4402 19.2994C44.4402 16.3685 45.953 14.8719 48.3689 14.8719C50.7061 14.8719 52.2654 16.3653 52.2654 19.2994C52.2654 22.2334 50.7222 23.7237 48.3689 23.7237Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M28.2125 26.9657V18.3C28.2125 16.1793 29.5231 14.7917 31.6438 14.7917C33.6698 14.7917 34.8858 15.9627 34.8858 18.2535V26.9657H38.5V17.6776C38.5 13.9046 36.6664 11.6299 32.9207 11.6299C30.6444 11.6299 28.8846 12.6565 28.105 14.0586H27.9799V12.0036H24.5967V26.9753L28.2125 26.9657Z\" \/>\n\t\t\t\t\t\t\t<path d=\"M21.5423 12.0036H17.9282V26.9673H21.5423V12.0036Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11.6302 16.6477V16.5017C13.8424 15.8905 15.339 14.4051 15.339 11.0684C15.339 7.64031 12.782 5.14423 8.04169 5.14423H0V26.9657H3.73931V18.3H8.29354C10.4143 18.3 11.4746 19.3604 11.4746 21.4811V26.9817H15.2139V21.4811C15.2139 18.3946 13.9033 17.1482 11.6302 16.6477ZM7.84117 14.9329H3.73931V8.51618H7.83956C9.86562 8.51618 11.4233 9.35998 11.4233 11.7277C11.4233 14.0955 9.85119 14.9329 7.84117 14.9329Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M19.7329 9.60219C20.2077 9.60219 20.6729 9.46262 21.0676 9.19794C21.4638 8.93485 21.7718 8.55948 21.9531 8.11994C22.1359 7.68039 22.1824 7.19754 22.091 6.73233C21.998 6.26552 21.7702 5.83721 21.4333 5.50194C21.0964 5.16506 20.6697 4.93727 20.2029 4.84423C19.7361 4.75119 19.2532 4.79931 18.8153 4.98219C18.3758 5.16506 18.002 5.47306 17.7373 5.86769C17.4742 6.26231 17.333 6.72752 17.3347 7.20235C17.3298 7.67879 17.4694 8.144 17.7325 8.54023C17.9956 8.93646 18.3726 9.24446 18.8137 9.42412C19.1041 9.54604 19.4169 9.6054 19.7329 9.60219Z\" \/>\n\t\t\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M16.9769 0.548269C16.101 0.914019 15.307 1.44981 14.6364 2.12196L16.332 3.81756C16.7764 3.37 17.3041 3.01548 17.8865 2.77325C18.4688 2.53102 19.0928 2.40429 19.7232 2.40269C20.3537 2.40108 20.9777 2.523 21.5616 2.76362C22.1439 3.00264 22.6749 3.35556 23.1225 3.79991L24.8181 2.10431C23.8106 1.1001 22.5289 0.415123 21.1333 0.139206C19.7377 -0.139919 18.2907 0.00285184 16.9769 0.548269Z\" \/>\n\t\t\t\t\t\t<\/svg><\/span><\/div>\n<\/p><\/div>\n<div class=\"bottom-cta-link\">\n\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/8-reasons-to-modernize-your-financial-services-contact-center\/\" class=\"view-all view-all-white \" data-dl-name=\"Read the blog\" data-dl-element=\"button\" data-dl-additional-info=\"bottom cta banner\" data-no-auto-dl=\"true\">Read the blog<span class=\"svg-icon\" aria-hidden=\"true\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-arrow-1068373440\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-1068373440\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b><a id=\"RingCentral\"><\/a>RingCentral supports contact center agents<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Agent burnout is expensive for your contact center and impacts the quality of service your team members provide. It is expensive to constantly replace team members and it also has a negative impact on workplace morale. Thus, it is vital that you enact strategies to safeguard against the problems associated with burnout in your financial services contact center.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral offers a top cloud-based communications system that enhances collaboration and reduces frustration among call center agents. It also allows for seamless transitions across multiple communication channels and easy transfers from one agent to the next to improve first-call resolutions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Learn more about the benefits of RingCentral for your contact center; <\/span><a href=\"https:\/\/www.ringcentral.com\/view_demo.html?__mscta=2881_91377_3444\"><span style=\"font-weight: 400;\">see how it works<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights Financial call center agent turnover is all too common, but smart burnout prevention strategies can help turn the tide. Scheduling consistency, a safe relaxation space, and great employee training programs can also help. With the right communication tools, financial services contact center agents are less likely to experience burnout. \ud83d\udc40 \ud83d\udc40\u00a0 Did you know &#8230;<\/p>\n","protected":false},"author":1121,"featured_media":52053,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18836],"tags":[43271,8000],"class_list":["post-52050","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-financial-services","tag-agent-turnover","tag-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Prevent agent burnout with new financial services contact center strategies | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Overcome the challenges of agent burnout in financial services. Here are 7 tips on how to resolve it and improve the overall positive customer experience.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Prevent agent burnout with new financial services contact center strategies\" \/>\n<meta property=\"og:description\" content=\"Overcome the challenges of agent burnout in financial services. Here are 7 tips on how to resolve it and improve the overall positive customer experience.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2022-05-17T17:00:26+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-26T08:22:41+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Glen Tillman\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Glen Tillman\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/\"},\"author\":{\"name\":\"Glen Tillman\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/c393a2d4daaa4a5f1b0a6c327551bb36\"},\"headline\":\"Prevent agent burnout with new financial services contact center strategies\",\"datePublished\":\"2022-05-17T17:00:26+00:00\",\"dateModified\":\"2024-07-26T08:22:41+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/\"},\"wordCount\":1400,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg\",\"keywords\":[\"agent turnover\",\"contact center\"],\"articleSection\":[\"Financial services\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/\",\"name\":\"Prevent agent burnout with new financial services contact center strategies | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg\",\"datePublished\":\"2022-05-17T17:00:26+00:00\",\"dateModified\":\"2024-07-26T08:22:41+00:00\",\"description\":\"Overcome the challenges of agent burnout in financial services. Here are 7 tips on how to resolve it and improve the overall positive customer experience.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg\",\"width\":930,\"height\":700,\"caption\":\"Two financial services contact center agents having a discussion in front of a computer\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Prevent agent burnout with new financial services contact center strategies\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/c393a2d4daaa4a5f1b0a6c327551bb36\",\"name\":\"Glen Tillman\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/e6b50e2b11c4e2302d82adabadcad9d99e3e801f97e2eb5d24639247963e8eca?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/e6b50e2b11c4e2302d82adabadcad9d99e3e801f97e2eb5d24639247963e8eca?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/e6b50e2b11c4e2302d82adabadcad9d99e3e801f97e2eb5d24639247963e8eca?s=96&d=mm&r=g\",\"caption\":\"Glen Tillman\"},\"description\":\"Glen Tillman is a Senior Director of Product Marketing at RingCentral, where he leads Industry Marketing as well as Financial Services for the Enterprise segment. Glen is a dedicated and results-oriented product marketing leader with 20+ years of proven success in leading product and industry marketing teams in the areas of ERP, SaaS, and Cloud technology. Prior to his role at RingCentral, Glen led the global marketing team for Financial Services at Google Cloud where he co-launched two AI products for Financial Services. Before Google, Glen spent 11 years at Deloitte where he led the Industry marketing team and the marketing team for the Human Capital (HCM) Consulting Practice. During his tenure at Deloitte, he launched three new HCM consulting offerings as well as the Blockchain practice. Previous to his work at Deloitte, Glen spent 8 years at Oracle where he led the marketing team for the HCM products and launched the Oracle iRecruitment and iLearning products. Glen earned an MBA from the University of Notre Dame and a Bachelors degree in Marketing from the University of Arizona.\",\"sameAs\":[\"https:\/\/www.linkedin.com\/in\/glen-tillman-1375b1\/\"],\"url\":\"\/us\/en\/blog\/author\/glen-tillman\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Prevent agent burnout with new financial services contact center strategies | RingCentral Blog","description":"Overcome the challenges of agent burnout in financial services. Here are 7 tips on how to resolve it and improve the overall positive customer experience.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/","og_locale":"en_US","og_type":"article","og_title":"Prevent agent burnout with new financial services contact center strategies","og_description":"Overcome the challenges of agent burnout in financial services. Here are 7 tips on how to resolve it and improve the overall positive customer experience.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2022-05-17T17:00:26+00:00","article_modified_time":"2024-07-26T08:22:41+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg","type":"image\/jpeg"}],"author":"Glen Tillman","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"Glen Tillman","Est. reading time":"7 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#article","isPartOf":{"@id":"\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/"},"author":{"name":"Glen Tillman","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/c393a2d4daaa4a5f1b0a6c327551bb36"},"headline":"Prevent agent burnout with new financial services contact center strategies","datePublished":"2022-05-17T17:00:26+00:00","dateModified":"2024-07-26T08:22:41+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/"},"wordCount":1400,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg","keywords":["agent turnover","contact center"],"articleSection":["Financial services"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/","name":"Prevent agent burnout with new financial services contact center strategies | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg","datePublished":"2022-05-17T17:00:26+00:00","dateModified":"2024-07-26T08:22:41+00:00","description":"Overcome the challenges of agent burnout in financial services. Here are 7 tips on how to resolve it and improve the overall positive customer experience.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg","width":930,"height":700,"caption":"Two financial services contact center agents having a discussion in front of a computer"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Prevent agent burnout with new financial services contact center strategies"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/c393a2d4daaa4a5f1b0a6c327551bb36","name":"Glen Tillman","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/e6b50e2b11c4e2302d82adabadcad9d99e3e801f97e2eb5d24639247963e8eca?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/e6b50e2b11c4e2302d82adabadcad9d99e3e801f97e2eb5d24639247963e8eca?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/e6b50e2b11c4e2302d82adabadcad9d99e3e801f97e2eb5d24639247963e8eca?s=96&d=mm&r=g","caption":"Glen Tillman"},"description":"Glen Tillman is a Senior Director of Product Marketing at RingCentral, where he leads Industry Marketing as well as Financial Services for the Enterprise segment. Glen is a dedicated and results-oriented product marketing leader with 20+ years of proven success in leading product and industry marketing teams in the areas of ERP, SaaS, and Cloud technology. Prior to his role at RingCentral, Glen led the global marketing team for Financial Services at Google Cloud where he co-launched two AI products for Financial Services. Before Google, Glen spent 11 years at Deloitte where he led the Industry marketing team and the marketing team for the Human Capital (HCM) Consulting Practice. During his tenure at Deloitte, he launched three new HCM consulting offerings as well as the Blockchain practice. Previous to his work at Deloitte, Glen spent 8 years at Oracle where he led the marketing team for the HCM products and launched the Oracle iRecruitment and iLearning products. Glen earned an MBA from the University of Notre Dame and a Bachelors degree in Marketing from the University of Arizona.","sameAs":["https:\/\/www.linkedin.com\/in\/glen-tillman-1375b1\/"],"url":"\/us\/en\/blog\/author\/glen-tillman\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2022\/05\/finserv-main.jpeg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/glen-tillman\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/e6b50e2b11c4e2302d82adabadcad9d99e3e801f97e2eb5d24639247963e8eca?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Glen Tillman<\/span><\/a>","rc_author_full_name":"Glen Tillman","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2021\/12\/tillman-glen.png","rc_author_link":"\/us\/en\/blog\/author\/glen-tillman\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/verticals\/financial-services\/amp\">Financial services<\/a>","amp_link":"\/us\/en\/blog\/prevent-agent-burnout-with-new-financial-services-contact-center-strategies\/amp","excerpt_title":"Prevent agent burnout with new financial services contact...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/52050","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1121"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=52050"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/52050\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/52053"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=52050"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=52050"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=52050"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}