Abandon rate Agent burnout Industry Wait times 
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. Reduced wait time is directly proportional to happy customers and more sales. This sudden influx of calls can be anything – from customers reaching out and potential leads dialing in to support requests.
Playvox
OCTOBER 19, 2021
unemployment rate was 5.4% in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Similarly, the UK and Canada have not yet returned to pre-pandemic unemployment rates. Increased abandon rates.
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Xaqt
FEBRUARY 26, 2020
While no one knows what the actual impact of the virus will be, we expect that call centers across several industries along with public sector service agencies will be adversely impacted. In fact, states and communities that have implemented coronavirus hotlines are already experiencing high call volume and long wait times.
NobelBiz
FEBRUARY 21, 2023
It is challenging to offer a good customer experience when customers hate long wait times. One solution to this problem is to increase the capacity of call center agents. However, if your contact center experiences occasional call spikes, hiring additional agents can increase agent downtime and costs.
Fonolo
JANUARY 25, 2022
Although it sounds technical, WFO is just a fancy way of speaking to the management of all things call center-related in a way that boosts agent productivity and overall call center performance—however, there is a lot involved in developing a successful WFO strategy, and we have you covered with all the details. Agent onboarding and training.
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