Calabrio

APRIL 23, 2025

Together, these enhanced capabilities help make our leading workforce management software even more agile, intelligent, and empowering. Todays contact centers face key challenges within and beyond their organizations directly related to workforce management. If we want different results, we need a different approach.

Contact Center 52

Contact Center contact center workforce Agent Empowerment Abandon rate 52

Fonolo

NOVEMBER 3, 2022

Average handle time. Agent absenteeism rate. First call resolution rate. Occupancy rate. Call abandonment rate. All of these activities contribute to a more engaged contact center workforce. Feel free to add elements that fit your specific needs. Agent engagement.

Call Center 128

Call Center Interactive Voice Response First call resolution Contact Center 128

Calabrio

MARCH 25, 2025

Optimized Call Center Operational Efficiency: By tracking relevant metrics, call center managers can streamline operations, reduce average handle time (AHT), and improve first call resolution (FCR). This is critical for setting the tone of the interaction and minimizing customer wait times.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Talkdesk

SEPTEMBER 8, 2020

During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78 million calls related to healthcare coverage to its contact center. In addition, a number of Talkdesk’s healthcare customers typically double their contact center workforce to meet the surge in calls.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Calabrio

MARCH 22, 2025

Managing People: Workforce Management in the Contact Center Despite the digital transformation of contact centers and the even more recent rise of artificial intelligence, contact centers are still fundamentally fueled by human action. And if you can measure it, you can improve it.

Best practices 52

Best practices Contact Center Management Call Center 52