Playvox

APRIL 4, 2023

Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. There is no one universal set of metrics for everyone to follow.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Global Response

AUGUST 7, 2023

Ultimately, one of the best ways to reinforce call center cultures is to reward the behaviors you want to see. Celebrate and recognize all-star employees with recognition and rewards that make sense, and reward both quantitative metrics and results as well as more soft skills and interactions.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. According to a study done by Customer Relationship Metrics, CSAT will be 35-40% lower when a second call is made for the same issue. That can leave you in a moral quandary….

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Playvox

MAY 25, 2023

WFM systems enable organizations to gain insights into such business metrics as the exact number of employees needed to complete a particular job at a given time of the day, week, or month. and scheduling the correct number of agents with the right skills at the right time to handle the expected volume of transactions.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55