All blog articles
Appointment Scheduling

How Can You Reduce Customer Service Agents' Zoom Fatigue?

November 16, 2020

A recent article on Psychiatric Times describes "Zoom fatigue" as "the tiredness, worry, or burnout associated with overusing virtual platforms of communication". Two key factors explain the fatigue: first, the increased cognitive efforts required to maintain focus during a video conversation; and secondly, fewer rewarding stimuli that one typically obtains while speaking with someone else in-person.

Zoom fatigue is particularly hazardous when customer service agents are concerned. These are people who should spend most of their time speaking with customers. Agents are therefore at increased risk. The impact of their Zoom fatigue on the business is particularly high: having your most tired and burnt-out employees talk to your customers is never a good idea!

And yet, serving customers over video, particularly during times of social distancing, has many benefits. So how can a service provider alleviate agents' zoom fatigue? Here are a few helpful ideas.

Mix Channels

Much of the cognitive effort associated with Zoom fatigue is due to the need to focus on the screen. But not all communication channels are equally tiring. Whether your agents is located at a contact center or working from home, you may provide them access to multiple customer interaction channels.

  • Good old-fashioned phone calls are still an adequate communication channel. As this Harvard Business Review article cleverly suggests, telling the customer "I'd love a break from video calls. Do you mind if we do this over the phone?" would most likely yield a positive response.
  • Email and chat drain your agents' energy a lot less than calls, as it gives them time to think and formulate a response.
  • Mixing different channels – email, chat, phone and video – would let agents benefit from a more diverse and balanced workload, thus reducing burnout.

Meet In Person

If you have agents working in the walk-in service locations, allow them to mix in-person and video meetings, as much as possible.

Don't do a "video day" and then "walk-in day", as video day would leave them worn out. Instead, try to blend video calls and walk-ins together.
If your agents only do video because you think it's too early to open your locations to the public, consider ways to start blending in walk-ins in small numbers.

Needless to say, the more agents meet with customers in person, the less of a problem Zoom fatigue would be.

Schedule Video Appointment

Planning always reduces stress. When video appointments are scheduled instead of randomly incoming, an agent can do much better.

  • Scheduled appointments allow one to prepare, get to know the customer, and obtain some advance knowledge of where the conversation is likely to go. This helps keep the call shorter, more focused, and less tense.
  • Scheduling also helps manage the agent's break time, ensuring minimum interferences with these very important moments of replenishing one's mental energy.

Technology Can Help

Luckily, today we have software tools that can help service providers in their efforts to fight Zoom fatigue.

  • Omnichannel customer journey management software enables businesses to provide staff with a healthy, balanced mix of communication formats.
  • Advanced queue management solutions provide means of blending in-person and video calls.
  • Appointment booking tools can help create an effective schedule for every customer service rep.

Q-nomy's Q-Flow software supports all of these options and more. Contact us to learn more about how we can reduce your agents' Zoom fatigue!

*The term Zoom Fatigue was coined in reference to all video call platforms, it most definitely does not refer solely to Zoom!

You may like these articles too

January 2, 2024
Appointment Scheduling

Streamlining Online Customer Engagement with the Cubu Button

Q-nomy is proud to announce a significant enhancement to our Cubu platform- the introduction of the Cubu Button. This new feature, launched as the first update of 2024, marks a pivotal step in our ongoing effort to provide more integrated and streamlined customer journey management solutions.
August 31, 2023
Appointment Scheduling
Customer Experience
Queue Management

Revolutionizing Student Services with Queue Management and Appointment Booking Software

The student experience in colleges and universities extends beyond just the classroom. Whether it's waiting for a consultation with an academic advisor, registering for courses, or seeking financial help, students often find themselves navigating through a maze of queues and waits.
May 15, 2023
Customer Experience

Elevate Your Retail Experience: Say Hello to Video Calls on Your Website

Providing exceptional customer experience is paramount to success. Our latest innovation, embedded video calls, revolutionizes customer engagement by seamlessly integrating video calls into your website, unlocking a range of powerful advantages for retailers.
April 10, 2023
Customer Experience

Revolutionizing Small Clinic Operations with Cubu by Q-nomy

At Q-nomy, we've been helping large medical centers manage patient flow, appointments, and interactions for over 20 years. But what if you're a small clinic with a limited budget and resources? That's where Cubu comes in.
August 18, 2022

Virtual Lobby 2.1 Is More Than Just Another Release

The word "Queue" may seem like it's just the letter "Q" followed by four silent letters, but in reality, they're just waiting for their turn.
June 13, 2022
Customer Journey
Mobile App

The Customer Journey Hub: Q-Flow Virtual Lobby

Have you ever waited to get serviced at a bank, government office, or another service center where you take a number only to think, “why can’t this be done on
May 18, 2022
Appointment Scheduling
Customer Journey
Queue Management

Our Recipe for Perfection: Scheduling, With a Side of Visit Management

As the retail industry grows and advances year after year, the need for a solution that encompasses each aspect of a customer journey becomes more and more
February 17, 2022

How To Maximize Revenues With A Safer Shopping Experience

If there is anything we have learned since the whole Covid saga began, it’s that both consumers and retailers need to make changes in the way they function, to
January 5, 2022

Post-COVID Banking – Evolution or Revolution?

Post COVID, banks face the same challenges as other organizations – staffing concerns, determining “new normal” customer needs, and finding digital solutions that work across multiple audiences. Finding optimal solutions for hybrid banking is very hard... Now here’s where Q-nomy steps in.

We help streamline your physical & digital customer journey

Request a demo
Request Demo