Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Balto

DECEMBER 14, 2022

Average Handling Time (AHT). The Average Handling Time (AHT) is the total amount of time an agent spends handling a customer, measured in seconds. This includes the time spent in the phone call itself, in addition to after-call work and hold and transfer time.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Team leaders report high levels of call center attrition and agent burnout after certain periods of time.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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

Babelforce

JULY 29, 2021

It differs from handling time because it doesn’t include after call work or time on hold. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT). 4 Service level. 19 Average idle time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Fonolo

NOVEMBER 3, 2015

Why 80/20 is the Wrong Service Level for Your Call Center. ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). will require more agents, and often ties closely in with ASA and service level calculations.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

Balto

MARCH 29, 2023

And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success. All of this happens before the customer fully explains the problem, which also contributes to a lower Average Handling Time (AHT).

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

SharpenCX

FEBRUARY 11, 2020

Of course, some idle time is necessary to prevent agent burnout. When we talk about idle time, we’re not talking about bathroom breaks, minutes of rest and mindfulness, or your agent’s lunch hour. Agents could use idle time to send out customer surveys with questions regarding recent interactions.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

JustCall

MARCH 7, 2023

Know How to Measure Performance Not every contact center agent you hire would have the same performance – they would all have their own strengths and weaknesses. You need to set your KPIs in a way that agent performance metrics (like average handle time) align well with business goals and objectives.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52