Call center experience Contact Center Metrics White Paper 
Fonolo
DECEMBER 5, 2017
This expert panel discussed what brands can do to ensure that customer service is not compromised during times of stress in the contact center. There is no call center standard for occupancy rates, but many try to keep this metric between 70% and 80% to maintain a healthy balance. Consistency Across Multi-Channel.
VocalCom
JUNE 22, 2020
To operate the switch, offering intuitive and efficient digital tools for the contact centers workforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call center agents are at risk of burnout ( Toister Solutions ). Contact Center . The new paradigm of Work.
Fonolo
FEBRUARY 7, 2013
How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? Why is average wait time an important metric? How to Calculate Hold Time in a Call Center. What causes long call center hold times?
Expert insights. Personalized for you.
75 
Let's personalize your content