ShepHyken
MARCH 20, 2023
My Comment: Jim Tincher is a customer experience expert who focuses on B2B. It says reducing agent burnout is one of the top priorities for customer contact leaders. He contacted me (and several other experts) for comments about agent burnout.
Nicereply
JULY 27, 2021
Over time, this allows you to maintain a healthy team by reducing the chances of agent burnout and keeping your budget at levels that executives love to see. In our example, if the agent works for 100 hours to solve 100 tickets in a month, then occupancy would be 100 hrs / 125 hrs or 80%.
JustCall
MARCH 6, 2023
For example, the metrics in a call center handling high-value B2B enquiries will be different from the call center for an FMCG organisation. Too high, and there is a greater risk of agent burnout and demotivation. There is no one universal set of metrics for everyone to follow. It depends on the nature of the business.
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