Playvox

NOVEMBER 1, 2022

In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Schedule adherence Average Handle Time Coaching 74

Fonolo

DECEMBER 9, 2021

Agent Engagement Will Be Critical for Contact Centers in 2022. Abandon rate. Customer satisfaction ratings. Schedule adherence. . How well an agent follows their schedule, including start times, end times, and break times. Get to know the Agent Performance Scorecard terms. . Average hold time.

Contact Center 81

Contact Center Schedule adherence Abandon rate Average Handle Time 81

Playvox

JUNE 22, 2023

Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52