Few people do. Seniority and tenure used to be a lot higher. In my view you want your CSR's to be happy, relaxed, comfy and not stressed because we are the voice of your company. I might go into this more at length later but for right now it's about 35 days till I start my using up vacation and 56 days till official retirement.
Till then one frustrating thing is especially at this time of year, it's the holidays, we're all a bit stressed and lonely.
We seem to get more calls now from the 87 year old with a smart phone. If grandma is not tech savvy get her a regular flip phone. They make them! One sad call I took recently, elderly woman in assisted living. The family got her an iPhone 4s, and they really will only respond to her texts. And she can't send texts. I figure out that the problem is her iOS is waaaaay out of date and the device has no memory, it's full. She's reluctant to delete anything from it because that phone, those are the only family photos she's got. I can help her back them up but there's no wifi in her rooom, only the community center which she can't get to. So we're stuck essentially because until she can get to the community center, have someone help her back up to the cloud, delete some stuff, update the iOS she's stuck.
If you're getting granny or gramps a smart phone for Xmas make d@mn sure it comes with a gift certificate for your time to help them set it up, manage and learn it. You don't even have to do that! Go to The free classes at Apple, they'll teach gramps, you just spring for lunch.