JustCall

APRIL 3, 2024

What you deem high call volume varies depending on the size of your business and the industry in which it operates. When a call surge hits, your sales and customer service teams bear the brunt. Monitoring call volume patterns and adjusting staffing levels helps maintain service levels during peak periods.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Playvox

JULY 31, 2023

Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. With predefined rules in your workforce management solution, agents can self-serve and receive auto approvals and declines, removing the need to wait and eliminating the need for team leaders to get involved.

Self service 85

Self service Management Coaching Contact Center 85

Fonolo

NOVEMBER 3, 2015

Why 80/20 is the Wrong Service Level for Your Call Center. Why Your Call Center Needs to Watch Abandon Rates. ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). How to Calculate Occupancy Rate.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

Fonolo

SEPTEMBER 28, 2021

In every industry, managers are the backbone of their workplace. Without proper management, call center agents could be left to handle overwhelming days on their own, lack incentive or structure to grow within their role, and become bored and burnt out fast, leading to high turnover and poor customer experiences.

Call Center 150

Call Center Management Agent burnout Employee engagement 150