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

Fonolo

AUGUST 15, 2023

Agents need time to take a breath and collect their thoughts between calls; If they don't get it, their performance suffers, followed by higher absenteeism and, eventually, agent attrition. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period. But, what about the denominator?

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

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. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

NobelBiz

MARCH 6, 2023

This ensures that customers are connected to the right agent. And that their issues are resolved in an efficient and timely manner. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Fonolo

SEPTEMBER 28, 2021

TIP: Develop an interview scorecard based on your company’s needs and use it to rate potential candidates after their interview. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Note which times on which days are busiest and be sure to schedule your agents accordingly.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Playvox

DECEMBER 13, 2022

Related Article: 3 Tips For Optimizing Your Contact Center Schedule. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It). What To Do if Contact Center Agents Are Participating in Interaction Avoidance. You can even motivate agents with a leaderboard for those KPIs.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

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. 1 Average Handling Time. How to get a better idle time balance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. This can help reduce the administrative burden on agents and allow them to focus on handling customer requests. This can help reduce agent burnout and improve overall productivity.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Babelforce

JULY 29, 2021

It differs from handling time because it doesn’t include after call work or time on hold. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). 19 Average idle time. We have a few tips to make life easier for agents.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52