Abandon rate Agent burnout contact center solutions Service level 
Playvox
APRIL 6, 2023
If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.
Playvox
JULY 31, 2023
Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. Understaffing can cause employee burnout , which, in turn, can increase sick days and attrition. It also has a negative impact on SLAs, abandonment rates, customer retention, CSAT, and brand image.
Expert insights. Personalized for you.
54 
Let's personalize your content