2020 Agent burnout Service level 
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. Agent burnout. Adherence is one of the biggest indicators of burnout , and it most often stems from the agent not having enough support in their role.
SharpenCX
APRIL 29, 2020
Flash forward to 2020, and your average interaction volume in January – April increased to 1250 interactions per day. Apply the increase to your peak season in 2020, and you can forecast at least 2500 interactions per day (without accounting for any other business changes). That’s a 25% increase for the year.
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Fonolo
NOVEMBER 3, 2015
4 Metrics Your Call Center Needs to Track in 2020. 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). Why Your Call Center Needs to Watch Abandon Rates.
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. All those things are necessary to build a positive environment in your contact center (and help agents maintain sanity).
Playvox
MAY 25, 2023
Engagement Is Now Digital First Since 2020, online digital interactions between companies and customers have accelerated. No contact center wants to be caught off-guard by unexpected volumes and missed service levels on a daily basis or be blind to what is going on in real time across their business. billion valuation by 2031.
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