Calabrio

APRIL 23, 2025

An increase in agents script adherence that coincides with decreased customer satisfaction. An agent whos meeting schedule goals but struggling with empathy cues. Catching a pattern where schedule adherence is high, but customer experience is fallingindicating agents are sticking to scripts but not connecting with customers.

Contact Center 52

Contact Center Coaching Schedule adherence Agent burnout 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. Ensuring compliance with scripts and regulatory guidelines. Its leadership.

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. Ensuring compliance with scripts and regulatory guidelines. Its leadership.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 21, 2025

Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction. Rising call volumes can lead to agent burnout, increasing turnover rates and lowering center performance. Use call center software with real-time guidance to help agents resolve customer issues faster.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Streamlining after-call work or improving agent training can reduce AHT and boost satisfaction. Rising call volumes can lead to agent burnout, increasing turnover rates and lowering center performance. Use call center software with real-time guidance to help agents resolve customer issues faster.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 14, 2025

Learn more about our solutions and check out our free AI planning guide for 2025. Without actionable insights, businesses may face high churn rates, agent burnout, and operational oversights. Can call center analytics identify training opportunities for agents? How to use call center analysis to track performance?

Call Center 52

Call Center Analytics Average Handle Time Big data 52