Accountability Benchmark Call Center Wait times 
JustCall
MAY 14, 2024
Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). So why does AWT go up at call centers?
Hodusoft
OCTOBER 22, 2021
Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Therefore, maintaining improve call center productivity, agent productivity can be a difficult task for managers.
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Callminer
AUGUST 1, 2017
Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.
Balto
NOVEMBER 8, 2022
Monitoring agent performance is fundamental for keeping your call center running at optimal levels. . This guide will introduce you to some of the most important call center metrics and KPIs. These are the most relevant call center performance metrics to measure: Average After-Call Work (ACW).
Fonolo
OCTOBER 18, 2018
Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. This surge in productivity helped Jane focus on key accounts and core business functions. Although tricky, achieving this balance is necessary.
Balto
FEBRUARY 8, 2023
The process can be pretty complex when you take into account your agents’ skills and break times, as well as the different channels you offer support through and peak times. In this guide, we’ll help you understand what call center workforce management is and why it’s important. How productive are they?
Fonolo
OCTOBER 18, 2018
Jane’s CEO observed the bandwidth problem and implemented a solution: She formed an internal call center and hired and trained a team of 10 agents to support it. This surge in productivity helped Jane focus on key accounts and core business functions. Although tricky, achieving this balance is necessary.
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