What to Do With an Agent Who’s Suddenly Lost Their Confidence

Confidence can be easily shaken – even within your well-seasoned agents! Whether it’s an unexpected event in their personal life, or a blow in their professional career, you could see any top performer shrink in their role.But all hope is not lost! When leaders respond calmly, thoughtfully, and consistently, confidence can be rebuilt before it becomes a long-term performance issue.So how should contact centre leaders respond when an agent suddenly loses their confidence?We spoke to i