The call center is currently one of the most stressful and exhausting working environments, in which scenarios of exhaustion, extreme fatigue or burnout are not uncommon. The agents working in a call center are expected to quickly solve the issues of their customers, while maintaining a friendly disposition. To perform this task, they frequently deal with comprehensive amounts of information and regularly perform monotonous and repetitive tasks. In addition, an agent frequently works at unusual times and with constant changes of schedules. The combination of these factors makes call centers an environment especially prone to fatigue and burnout. In order...

Are you a decision maker, responsible for the well-being of your team, or simply concerned about your colleagues? If so, this is for you! Management is one of the most challenging tasks in an organization, especially when it requires gathering contextualized information, or when there are different sources of information to consider, making it difficult to select the appropriate and relevant ones. For this reason, at Performetric we implemented a set of notifications for the company and team admin, providing notifications in real-time concerning: signs of burnout inside the company; users with extreme levels of fatigue (level 6 or 7)...

Occupational or Employee Burnout is a well-known but grossly underserved problem. While many aspects of our lives contribute to burnout, according to many studies, the most prevalent comes from work. In the book, The Truth About Burnout: How Organizations Cause Personal Stress and What to Do About It, Dr. Leiter and Dr. Maslach identify six sources of burnout: Work overload stemming from too much work or not enough resources Lack of Control arising from micromanagement, lack of influence, accountability without power Insufficient Reward ranging from lack of acknowledgment to lack of adequate pay Lack of a Supportive Community leading to...

Fatigue management is usually associated with workers, and with workers in extended- and 24-hour operations. However this is not true of all, and increasingly we see the fatigue affecting managers, executives and even members of the company board. This occurs due to some factors such as the pressure due to economic reasons, or due to busy schedules. Some examples of this are documented in an article from The Wall Street Journal written by Leslie Kwoh, as the case of Lloyds Banking Group PLC chief António Horta-Osório. In late 2011, Lloyds Banking Group PLC chief António Horta-Osório took a two-month leave...