Playvox

OCTOBER 19, 2021

Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Playvox

JANUARY 11, 2024

These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. Effective scheduling not only ensures adequate coverage, but leverages agents’ skills and experience to maximize customer satisfaction and helps to avoid agent burnout.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Babelforce

JULY 29, 2021

It differs from handling time because it doesn’t include after call work or time on hold. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). 19 Average idle time. 16 Customer satisfaction (CSat). . #19

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Voxjar

JANUARY 11, 2018

Low Dead Air Time – Dead air on a call often means your reps are uncertain of how to respond to a customer and leaves customer waiting uncomfortably in limbo. Average Handle Time – A problem is likely to be resolved on the first call if the customer gets their answer quickly. How to Monitor 100% of Calls.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40