Noble Systems

AUGUST 1, 2019

By ignoring the signs of agent overload and just considering high attrition as a fact of life in your contact center, you are risking your reputation, and the negative impact to customer satisfaction, customer retention and bottom-line results. This blog is Part 1 of a two-part series. Top 10 Signs of Contact Center Agent Overload.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Gamification 62

Fonolo

AUGUST 15, 2023

The Executive Guide to Improving 6 Call Center Metrics Occupancy rate is rarely calculated on an individual level; typically it will be used to determine which times of day, week or year you will need to schedule more agents to handle call volume. Another danger is confusing occupancy with schedule adherence.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Fonolo

NOVEMBER 3, 2015

Why 80/20 is the Wrong Service Level for Your Call Center. ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s rarely calculated on an individual level; typically it will be looked to determine which times of day, week, year etc.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52