CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

SharpenCX

MAY 6, 2020

Then, you can help agents optimize their time at work. With the right tools, cost-saving metrics like Average Handle Time and FCR get a boost. In fact, a friend of ours recently told us that after moving to an at-home environment, with the right tools and agent support, they dropped AHT by 4% in a few weeks.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

Fonolo

MARCH 8, 2022

It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter). Try compiling every IVR message, email, average handle time, and more into a spreadsheet. Agent burnout.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Outsource Consultants

JANUARY 3, 2024

Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Playvox

APRIL 4, 2023

From a contact center leader’s perspective, you can protect agents’ emotional and mental well-being in these situations by using your customer sentiment analysis solution to monitor for language common to customers with high emotional demands.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

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.

Management 54

Management Contact Center Best practices Agent burnout 54

NobelBiz

MARCH 6, 2023

The software then uses algorithms and machine learning techniques to predict when an agent will become available to take a call. This analysis is based on historical customer data and traffic patterns. This ensures that customers are connected to the right agent.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52