Agent burnout Average Handle Time Metrics Tips 
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? Calabrio is a trusted ally to leading brands.
Fonolo
JANUARY 31, 2022
Best practice is to keep an eye on a few main productivity metrics, including: Percentage of calls transferred. Average Handle Time (AHT). It’s important to find a sweet spot for your average call handle time. It’s important to find a sweet spot for your average call handle time.
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Fonolo
MAY 31, 2022
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. Available Time (AT) —The amount of time an agent could theoretically work. Total Shift Time —The full amount of time an agent was scheduled to work.
JustCall
APRIL 3, 2024
Let’s explore the top 10 tips high call volume call centers could use. High call volume refers to a scenario in which the number of incoming calls in a call center is exceptionally larger than it is accustomed to handling within a relatively short period. It can further lead to a dip in customer experience and a shrinking ROI.
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.
Fonolo
MAY 31, 2022
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. Available Time (AT) —The amount of time an agent could theoretically work. Total Shift Time —The full amount of time an agent was scheduled to work.
Fonolo
AUGUST 15, 2023
When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).
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