JustCall

APRIL 3, 2024

So, how do you manage call surges during unanticipated high-traffic periods? This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! This includes lead management, call logging, and generating summaries. High call volume: What is it?

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Playvox

JULY 31, 2023

When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Ensuring that employees can be a part of managing their schedule has big benefits.

Self service 85

Self service Management Coaching Contact Center 85

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. Abandonment rate. A higher rate means less idle time.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Playvox

APRIL 6, 2023

Maximizing workforce management efficiency through real-time data is an often-overlooked advantage for contact centers. There are several roles within the workforce management space, and each one is important in its own way. Related Article: 5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

Management 54

Management Contact Center Best practices Agent burnout 54

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

Congratulations, call center manager! To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same. The Contact Center Guide to Managing Spikes in Call Volume. Click To Tweet.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Babelforce

JULY 29, 2021

3 Call abandonment rate. Callers tend to abandon the queue when they have to wait for too long. Keep track of how often this happens by measuring your call abandonment rate – that’s the percentage of callers who quit while waiting. 4 Service level. 20 Agent turnover rate.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52