Remove Agent burnout Remove Average Handle Time Remove First call resolution Remove Service level
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Occupancy Rate vs Utilization Rate: What’s the Difference?

Fonolo

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. An overwhelmed agent is not a happy agent.

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Occupancy Rate vs Utilization Rate: What’s the Difference?

Fonolo

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. An overwhelmed agent is not a happy agent.

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The Complete Guide to Call Center Management

Fonolo

When you start digging into your reports, be sure to check these specific KPIs: Average time in queue – the average duration customers wait on hold for assistance. Service level – the percentage of calls answered within a specified time frame. Focus on preventing employee burnout.

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How to Improve Call Center Productivity

Balto

Call Center Productivity Metrics. Now, let’s check out some of the most relevant call center metrics and Key Performance Indicators (KPIs) for measuring productivity: First Call Resolution (FCR). First Call Resolution (FCR) is a customer satisfaction metric that can also be used to measure agent productivity.