Workers in customer-facing roles are stressed and nearly one-third (31%) think about quitting their job multiple times a month, according to new research from Qualtrics (Nasdaq: XM). More than two in five (44%) say their workloads have increased, and one-third say customers have become ruder over the past year.

While many customers’ first interaction with a brand may be online or through another digital channel, frontline employees such as retail sales associates, customer service agents and restaurant staff are typically the first human point of contact between customers and a business. They therefore play a major role in the overall customer experience. Bad customer experiences put up to 8% of sales at risk for organizations. Globally, this adds up to $3.1 trillion of sales at risk every year, according to research from Qualtrics XM Institute.