Abandon rate Agent burnout Personalization 
Fonolo
SEPTEMBER 28, 2021
Being an amazing agent takes a great deal of patience, empathy, and problem solving. Although you may not be able to tell if someone possesses these qualities strictly based on their CV, you can get a better idea if their personality is suited for the job by integrating a role-playing exercise into your interview process.
Calabrio
MARCH 25, 2025
Call Abandonment Rate: This metric measures the percentage of callers who hang up before speaking with an agent. Why it matters: High abandonment rates can indicate potential staffing issues or shortages, as well as long wait and resolution times that may indicate lagging agent performance.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Hodusoft
JULY 2, 2024
Trends that are discussed in the webinar include- Emphasis on data security and privacy CX remains the notable differentiator The surge in demand for cross & multi-channel integration In today’s insurance sector, customers demand more personalized, efficient, and transparent interactions with their insurers.
Fonolo
OCTOBER 25, 2022
Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This may include sick days, unapproved personal days, and extended breaks at the office. Abandonment rate.
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.
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.
Playvox
JULY 31, 2023
The provision of an agent dashboard provides insight to remote agents when they start their shift for the day. These dashboards can be personalized to provide them with a snapshot of information relevant to them, such as: How are we doing today? : My metrics : A display of an agent’s personal metrics.
Expert insights. Personalized for you.
150 
Let's personalize your content