CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? For more tips on how to improve AHTs in your contact centre, visit www.calabrio.com.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

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.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. While to the agent, it’s just handling another customer interaction, they are the “face” of the company and take the brunt of the rage from the customer.

Contact Center 77

Contact Center Agent burnout Coaching Best practices 77

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.

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Fonolo

JANUARY 31, 2022

Key Performance Indicators for Agent Productivity. Measuring the authenticity and thoroughness of an agent’s customer interactions isn’t as tricky as you think. Best practice is to keep an eye on a few main productivity metrics, including: Percentage of calls transferred. 5 Ways to Help Agents Stay Productive.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

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 Agent burnout Contact Center 67

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.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

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.

Management 54

Management Contact Center Best practices Agent burnout 54

Quiq

OCTOBER 16, 2020

What Metrics Should You Be Monitoring? To make meaningful improvements to operations, companies need to pick out the most powerful metrics for contact center reporting. An excessively low occupancy suggests the contact center has hired more agents than contact volume demands. How to Improve Contact Center Metrics.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Fonolo

OCTOBER 25, 2022

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This can cause the following call center metrics to suffer: Cost of operation. Agent satisfaction and attrition.

Call Center 81

Call Center Agent burnout Abandon rate First call resolution 81

Playvox

JANUARY 11, 2024

Effective scheduling not only ensures adequate coverage, but leverages agents’ skills and experience to maximize customer satisfaction and helps to avoid agent burnout. In addition, WFM solutions can provide agent-level tracking to help with performance management and agent engagement.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs. Coaching builds confidence in your agents.

Coaching 76

Coaching Management Contact Center Morale 76

NobelBiz

MARCH 6, 2023

Screen calls and route them to the most appropriate agent based on the customer’s needs and/or inquiry type. This ensures that customers are connected to the right agent. Track call center metrics, such as average handling time, first-call resolution rate, and customer satisfaction scores.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

aircall

DECEMBER 28, 2020

Analytics also provides the means for you to set up metrics and KPIs to gauge your team’s productivity and inform your decisions about scaling your teams. To accomplish this, it’s important to use call metrics and KPIs and continually monitor a process for efficiency. Support agent burnout. 1) Analytics. Abandoned calls.

Analytics 62

Analytics Call Center Agent burnout Metrics 62

Balto

FEBRUARY 6, 2023

This helped me build confidence through a body of evidence — you use your script correctly as a waitress and you get a dopamine hit in the form of a tip. Figure 7: Satisfaction Metrics by Working Location The trick isn’t to go fully in-person: hybrid workers were the happiest of the bunch.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

Babelforce

NOVEMBER 25, 2021

There are plenty of metrics and KPIs you can track to gain useful insight into your contact center operations. With this in mind, here are the ten call center metrics that many experts agree are absolutely vital. Top Ten Call Center Metrics. #1 Check out our eBook on contact center automation for even more tips!). #2

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Nicereply

SEPTEMBER 6, 2022

This specific article was originally written in 2015, but it received a major update in 2022 and offers excellent tips for support leaders. 5 Tips for CX Leaders to Combat Customer Service Agent Burnout (Kustomer). Zapier often publishes guides, including many excellent ones about customer support.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Playvox

DECEMBER 13, 2022

Related Article: 3 Tips For Optimizing Your Contact Center Schedule. This can lead to burnout, creating additional increases in agent stress that lead to high call-outs or high attrition rates. Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It). Review KPIs.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Babelforce

JULY 29, 2021

So which metrics are the most useful? Talk time is a simple metric; it’s the total time agents spend dealing with callers. AHT is the average time it takes agents to handle a call, from when they pick up to when they finish after call work. Agents often have extra work to do when a customer hangs up. 9 Wait time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. This is a metric that assesses the efficacy and quality of customer service and has a direct impact on customer satisfaction. What are the advantages of implementing a Callback system?

Best practices 52

Best practices Contact Center Abandon rate Management 52

Fonolo

FEBRUARY 19, 2019

Call Center Metrics. We tip our hat to the managers that face the day-to-day challenge of hiring agents and keeping them in good spirits. Telltale Signs: How to Identify Call Center Agent Burnout. Apple’s Business Chat Has a Golden Moment to Dominate Customer Service. Customer Experience Trends.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62