Playvox

OCTOBER 19, 2021

Increased agent burnout. Working extra overtime hours and handling back-to-back interactions all day long can quickly lead to agent burnout, especially if customers are frustrated about long wait times and take it out on agents. Then pilot your solutions and add more capabilities over time.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Balto

DECEMBER 14, 2022

Then you can calculate the CSAT score as follows (taking into account 4 and 5-star responses only): (Number of 4-star and 5-star ratings / Total number of responses) x 100%. Average Handling Time (AHT). The Average Handling Time (AHT) is the total amount of time an agent spends handling a customer, measured in seconds.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 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). Hold time is what happened for the customer.). 9 Wait time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Voxjar

JANUARY 11, 2018

Low Hold Time – If a problem was resolved in one call it probably means the customer didn’t experience frequent or long wait times. 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.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40