Abandon rate Agent burnout Metrics Trends 
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. How to Calculate Absence Rate in the Call Center. Abandonment rate.
Playvox
APRIL 6, 2023
If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.
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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.
Noble Systems
OCTOBER 21, 2020
Connect customers with the right agent, right away – First-call resolution and customer satisfaction are very important metrics for a call center. If you can get your callers to the right agent to solve their problem – and if you can get them there quickly – they are less likely to leave.
Playvox
APRIL 27, 2023
Contact center trends can directly impact success. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.
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