Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

Agent burnout 68

Agent burnout Contact Center Gamification Agent Empowerment 68

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).

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work. Eventually, agents will quit.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Quiq

OCTOBER 16, 2020

A positive experience with a contact center agent can serve as the nudge customers need to make a purchase, while a frustrating conversation can deter existing customers and put off new customers entirely. Across industries, customer service plays a vital role in financial success. What Metrics Should You Be Monitoring?

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Fonolo

MAY 31, 2022

All folks new to the contact center world have many steep learning curves to overcome—a big one is picking up on industry jargon. Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work. Eventually, agents will quit.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

JustCall

APRIL 3, 2024

What you deem high call volume varies depending on the size of your business and the industry in which it operates. When a call surge hits, your sales and customer service teams bear the brunt. Monitoring call volume patterns and adjusting staffing levels helps maintain service levels during peak periods.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. This timely reaction to metrics is crucial in a fast-paced contact center environment.

Self service 85

Self service Management Coaching Contact Center 85