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High call center agent productivity is every call center manager’s dream. Not only does it lead to higher profits and lowered costs, it also results in better employeeengagement and improved customer experiences. As a call center, you have many metrics and KPIs available to measure agent productivity.
Optimize for better ACR by intelligently routing calls to agents with the right skillset. Callabandonmentrate. As customers, we don’t have all day to wait on a call with customer service. To track your abandonmentrate, divide your number of abandoned interactions by your total inbound interactions.
Read up for some other practical examples of how to further engage your employees and encourage your agents. Agent satisfaction has a massive impact — it can reduce costs that come with turnover, it reduces absenteeism, it drives employeeengagement. AbandonRate.
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