Agent burnout Average Handle Time Chatbots 
ROI CX Solutions
DECEMBER 16, 2024
While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. Craft a flexible staffing strategy: Hire seasonal agents, explore outsourcing solutions, or cross-train your team to manage demand.
Calabrio
MARCH 25, 2025
To truly understand agent performance, its essential to recognize its direct impact on several key business outcomes: Enhanced Customer Satisfaction and Loyalty: Agents who excel in their roles create positive experiences, fostering customer satisfaction and long-term loyalty. This can improve customer experience and reduce AHT.
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CSM Magazine
OCTOBER 10, 2023
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today?
Outsource Consultants
JANUARY 3, 2024
Many juggled the challenge of maintaining existing morale while migrating more agents back to the office ; while others simply wanted to ensure their agents stayed engaged. Outcome: Spot On Agent burnout was rampant in call centers throughout 2023 , with 32% of centers not actively monitoring for it.
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What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.
Balto
DECEMBER 14, 2022
Average Handling Time (AHT). The Average Handling Time (AHT) is the total amount of time an agent spends handling a customer, measured in seconds. This includes the time spent in the phone call itself, in addition to after-call work and hold and transfer time.
NobelBiz
JUNE 4, 2024
WFM involves forecasting call volumes, scheduling staff, and managing day-to-day operations to ensure that the right number of agents are available to handle customer interactions at all times. This not only helps in maintaining optimal staffing levels but also in reducing operational costs and minimizing agent burnout.
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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