Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. To clearly depict achievements and opportunities, your contact center metrics should be displayed in a visually appealing way that clearly defines your achievements. Abandonment rate.

Call Center 142

Call Center Abandon rate Contact Center Metrics 142

Fonolo

OCTOBER 12, 2021

Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. Ensure your space works for you, your agents, and your customers. 5 Tips to Prevent Call Center Agent Burnout Before it Begins.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. There is no one universal set of metrics for everyone to follow.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Fonolo

OCTOBER 25, 2022

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This can cause the following call center metrics to suffer: Cost of operation. Abandonment rate.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. This timely reaction to metrics is crucial in a fast-paced contact center environment.

Self service 85

Self service Management Coaching Contact Center 85

Playvox

APRIL 6, 2023

The WFM Scheduler The scheduler’s role is to ensure enough people are staffed for the forecasted 30-minute interval volumes to meet the customer demand, while also meeting labor requirements. When these metrics are negatively impacted, agents easily become burned out, customers become irate, and the overall customer experience suffers.

Management 54

Management Contact Center Best practices Agent burnout 54

NobelBiz

MARCH 6, 2023

Screen calls and route them to the most appropriate agent based on the customer’s needs and/or inquiry type. This ensures that customers are connected to the right agent. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52