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. Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? Prevention is the Best Medicine.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Fonolo

MARCH 8, 2022

It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter). Try compiling every IVR message, email, average handle time, and more into a spreadsheet. Agent burnout.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Is WFM the Fountain of Youth?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Calabrio

MARCH 7, 2025

Modern call center forecasting software also allows for quicker reactions to unpredicted changes, ensuring your team is ready for anything. Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52