When the team is worn down.
WHAT THE SIGNS ARE
Shorter replies Less patience Withdrawal from the team Increased sick leave Talking about customers dismissively
WHY THAT LAST ONE MATTERS
It is the clearest early indicator, and it precedes visible decline.
WHAT USUALLY CAUSES IT
Abuse tolerated Responsibility without authority Volume with no end Repeatedly apologising for things nobody fixes
WHY THAT LAST ONE SPECIFICALLY
Defending a known problem indefinitely is demoralising.
WHAT TO DO ABOUT IT
Fix the problem, or explain honestly why it is not being fixed.
WHAT TO PROVIDE
Rotation away from the queue Time for work that is not tickets Visible progress on the things they raise
WHY VISIBLE PROGRESS MATTERS MOST
It proves their feedback has effect.
WHAT TO AVOID
Responding to burnout with more metrics.
WHAT TO ASK
What is the most frustrating part of your week?
WHAT TO DO WITH THE ANSWER
Act on one thing.
WHY ONE
It demonstrates more than promising several.
WHAT TO PROTECT
The right to end an abusive interaction.
WHAT TO RECOGNISE
That support work is emotionally demanding, and that is not weakness.
WHAT TO MEASURE
Retention of support staff.
WHAT HIGH TURNOVER INDICATES
A problem in the work, not the people.
