Fonolo
AUGUST 12, 2021
High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As a call center, you have many metrics and KPIs available to measure agent productivity.
SharpenCX
JANUARY 21, 2020
Read up for some other practical examples of how to further engage your employees and encourage your agents. Agent satisfaction has a massive impact — it can reduce costs that come with turnover, it reduces absenteeism, it drives employee engagement. Abandon Rate.
SharpenCX
JUNE 23, 2021
Optimize for better ACR by intelligently routing calls to agents with the right skillset. Call abandonment rate. As customers, we don’t have all day to wait on a call with customer service. To track your abandonment rate, divide your number of abandoned interactions by your total inbound interactions.
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