Fonolo

AUGUST 3, 2021

Here are some examples of how raw data can inform reporting: Hold time is an analytic that informs reporting on abandonment rates and service level. Number of calls is an analytic that informs reporting on agent occupancy rate. Customer feedback. Abandonment rate. A higher rate means less idle time.

Call Center 142

Call Center Abandon rate Contact Center Agent burnout 142

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. Increased abandon rates. So, staffing shortages don’t just increase abandons, they also increase volume, which can back up queues even more. Increased agent burnout.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Fonolo

SEPTEMBER 28, 2021

If they struggle to find the words to assist you or are unable to demonstrate empathy in their response, offer them feedback and try the exercise again. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Focus on preventing employee burnout.

Call Center 150

Call Center Management Agent burnout Employee engagement 150