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

Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. Related Article: 7 Smart Ways to Reduce Call Center Turnover Forever The Role Of A Manager In Agent Well-Being Few things have a bigger impact on your agents’ emotional well-being than how they’re managed.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Playvox

APRIL 6, 2023

Related Article: Can Your WFM Solution Accurately Forecast In A Modern Digital Contact Center? If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. Related Article: 5 WFM Scheduling Tips To Make The Most Of Your Agents (and Improve Efficiency!)

Management 54

Management Contact Center Best practices Agent burnout 54

Playvox

JANUARY 11, 2024

Instead of manual processes and adjustments, modern WFM solutions use real-time data and self-adjusting algorithms to continuously improve forecast accuracy, and handles synchronous and asynchronous workloads seamlessly in an omnichannel environment. Does your spreadsheet do all that? Is WFM the Fountain of Youth?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

NobelBiz

MARCH 6, 2023

As the adage goes, “Lost time is never found again.” And it perfectly suits our topic for this article. Predictive dialers occupy a cornerstone place in every outbound calling strategy as they shorten the time between answered calls, enabling your team to connect with your customers and reach new leads faster.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Babelforce

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. Top Ten Call Center Metrics. #1 1 Average Handling Time.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Playvox

DECEMBER 13, 2022

While some might only see this as an agent behavior issue, the truth is, it’s a broad problem with a significant impact on the business. Related Article: 17 Most Effective KPIs To Evaluate Customer Service Performance. Related Article: Why You Need to Measure Customer Experience in Your Contact Center. Review adherence.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84