Balto

JANUARY 21, 2025

Formula: Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). This helps you pinpoint opportunities to reduce agent load and improve contact center efficiency. Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Formula: (Total number of incoming + outgoing calls) in a given period Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). This helps you pinpoint opportunities to reduce agent load and improve contact center efficiency.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 18, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Many call center managers start out as agents themselves. In 2025, your contact center is your brand. Managing shifts to prevent agent burnout. What is Call Center Management?

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

So, lets break down what it really means to manage a call center in 2025 and beyond because this isnt just about answering phones anymore. Many call center managers start out as agents themselves. In 2025, your contact center is your brand. Managing shifts to prevent agent burnout. What is Call Center Management?

Best practices 52

Best practices Call Center Metrics Management 52