Agent burnout Chatbots Multichannel Service level 
JustCall
MARCH 7, 2023
Some common channels used are website chatbots, social media messages, support emails, and IVR systems. There is no room for agents to initiate a call in an inbound contact center. However, in a multichannel mode, the digital channels are not integrated with each other. Set a minimum service level for every agent.
Balto
DECEMBER 14, 2022
When call center productivity is measured as a percentage of occupancy or the total number of calls per hour, factors like service level objectives and staffing levels aren’t taken into consideration. Ideally, you need your occupancy rate to be under 90% to compensate for random demand fluctuations and avoid agent burnout.
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