Noble Systems

AUGUST 1, 2019

Agents are expected to deal with demanding customers, be knowledgeable about many products and services, adhere to changing compliance regulations, all while being continuously monitored and timed. This can lead to agent overload which can manifest itself in dissatisfaction, disengagement and poor performance. Ultimately these agents get burned out which can result in attrition. It looks at the top warning signs of agent overload.

Agent burnout 62

Agent burnout Contact Center Schedule adherence Customer retention 62

Fonolo

SEPTEMBER 30, 2021

While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. What is schedule adherence?

Schedule adherence 104

Schedule adherence Call Center Agent burnout call center software 104

Babelforce

FEBRUARY 23, 2022

Utilization measures how much of an agent’s paid time is spent on the contact center floor, handling contacts and waiting for them to arrive. To inform shrinkage calculations, which are crucial for effective scheduling. After all, it is not the agent who designs their schedule.

Schedule adherence 52

Schedule adherence Agent burnout Coaching Management 52

Talkdesk

JULY 16, 2019

Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. Do they want personal, friendly customer interactions, or do they want an effective call center agent who can provide fast resolution of their issue? Contact center agents may also take issue with the performance metrics being used to assess them. What is Performance Management?

Call Center 43

Call Center Schedule adherence Agent burnout Gamification 43

Fonolo

NOVEMBER 3, 2015

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). It’s the most common measure of how busy call center agents are dealing with customers. will require more agents, and often ties closely in with ASA and service level calculations. It is best used as a predictor of “agent burn-out”.

Call Center 52

Call Center Schedule adherence Agent burnout Average Handle Time 52