{"id":"personnel-today","name":"Personnel Today","kind":"organization","aliases":[],"summary":"Personnel Today is a human resources trade publication covering employment, workplace wellbeing and personnel management.","url":"https://www.personneltoday.com/","referenceUrls":["https://www.personneltoday.com/"],"sourceIds":["personnel-today"],"topicIds":["work-and-agency"],"version":"entity-catalog-v1","identity":null,"path":"/entities/personnel-today","json":"/entities/personnel-today.json","markdown":"/entities/personnel-today.md","relationships":{"sourceIds":["personnel-today"],"noteIds":[],"perspectiveIds":[],"parallelIds":[],"topicIds":["work-and-agency"]},"publications":"/api/pipeline/publications?entity=personnel-today","profile":{"schemaVersion":1,"identityId":"personnel-today","tracked":null,"contributorContexts":[],"affiliations":[],"statements":[],"hostedStatements":[],"questions":[],"readings":[],"relations":[],"boundary":"Escape Meridian selects and paraphrases these records. A mention, shared topic or affiliation does not establish authorship, endorsement, agreement or causation. Missing positions remain unknown."},"currentReadings":{"entityId":"personnel-today","items":[{"id":"384137354d7271e3e50a764e18dcda61026644a524e9bc118f22c50ed4cfa0a2","title":"Personnel Today: Burnout spiralling among customer-facing workers","summary":"Personnel Today reporter Nic Paton reports that a MaxContact poll found widespread reports of burnout risk, heavier workloads and feeling undervalued among UK customer-facing workers. The poll surveyed 750 workers; 72% said they were already burnt out or at imminent risk, rising to 83% among contact centre workers. Nearly half said they disliked their job and would look for another soon, with the share higher among contact centre workers.\n\nThe findings describe more than pressure from customer interactions: respondents also reported expanded responsibilities without extra pay or promotion, and pressure to prioritise the quantity of customer interactions over their quality. MaxContact chief executive Ben Booth argues that the balance between customer satisfaction and investment in staff wellbeing needs to change. He links the strain to heavy workloads, working alone and limited colleague interaction, and warns that workers may leave their jobs or the industry.\n\nEscape Meridian interpretation: the reported intention to seek other work may indicate a retention concern, but the poll does not show whether workers actually leave or establish what caused their reported strain. How representative are the poll’s findings of customer-facing workers beyond those surveyed?","path":"/readings/personnel-today-burnout-spiralling-among-customer-facing-workers-38413735","sourceUrl":"https://www.personneltoday.com/hr/burnout-spiralling-among-customer-facing-workers","publisher":"Personnel Today","originalPublished":"2022-01-14T13:51:45+00:00","dateLabel":"Jan 14, 2022","relationship":"publisher","relationshipLabel":"Publisher","topicIds":["work-and-agency"],"sourceParticipation":[],"roles":[],"participationCoverage":null}],"scanned":264,"truncated":false,"scanLimit":500,"checkedAt":"2026-11-06T17:19:04.068Z"},"currentReadingsUrl":"/entities/personnel-today.json"}