Playvox

OCTOBER 19, 2021

Being short-staffed causes gaps in the schedule and results in a situation where there are simply not enough agents to handle volume. One of the first places this shows up is higher average speed to answer (ASA). Increased abandon rates. Increased agent burnout. Over and over. ENJOYING THIS ARTICLE?

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

NobelBiz

MARCH 6, 2023

This ensures that customers are connected to the right agent. And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Fonolo

SEPTEMBER 28, 2021

Service level – the percentage of calls answered within a specified time frame. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Average time of work after calls – the amount of time agents spend working on related tasks after they’ve hung up with the customer.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

NobelBiz

FEBRUARY 21, 2023

Before the agent calls back the customer, the agent will be able to examine the client’s profile and prepare accordingly. From an operations perspective, this makes callbacks a very convenient tool to simultaneously boost customer satisfaction and interaction quality. Hence, a higher conversion rate. The solution?

Best practices 52

Best practices Contact Center Abandon rate Management 52