Agent burnout Metrics Service level Tips 
Fonolo
SEPTEMBER 30, 2021
Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed. Making sure the team is on track with their key metric goals is a big part of call center strategy. Agent burnout. What is schedule adherence?
Fonolo
AUGUST 3, 2021
This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. To clearly depict achievements and opportunities, your contact center metrics should be displayed in a visually appealing way that clearly defines your achievements. Agent occupancy.
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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).
JustCall
APRIL 3, 2024
Let’s explore the top 10 tips high call volume call centers could use. Monitoring call volume patterns and adjusting staffing levels helps maintain service levels during peak periods. It can further lead to a dip in customer experience and a shrinking ROI. High call volume: What is it?
Fonolo
MAY 31, 2022
Available Time (AT) —The amount of time an agent could theoretically work. Many contact center systems will report AT for an agent, which counts when an agent was logged-in but not on a call. TIP: For a more detailed breakdown of this calculation, check out our post How to Calculate Occupancy Rate in a Call Center.
SharpenCX
FEBRUARY 11, 2020
To keep up, let’s take a look at a few call center efficiency tips to help you improve your call center performance to keep customers happy. Tip #1: Know your Agents and Encourage Autonomy. Where would you be without your agents in the first place? Use metrics to know where your agents need more coaching or training.
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.
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