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

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

Hodusoft

JULY 2, 2024

This leads to longer call times ( average handle time ), the key concern of about 40% of businesses. Agent Burnout & Attrition: Another major concern of insurance contact centers is increased agent burnout and attrition rate. Ask for a Free demo!

Agent burnout 52

Agent burnout Customer Experience Abandon rate Average Handle Time 52

Playvox

APRIL 4, 2023

With more time to invest in agent support, they can better connect and communicate with agents to keep engagement and motivation high. Monitor Performance To Spot Burnout Remember that a key sign of agent burnout is decreased productivity and performance.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Balto

JANUARY 21, 2025

Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance. Why CSAT Matters: CSAT highlights the quality of call center operations and agent performance from the customers perspective. Balancing both types of metrics is critical.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

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.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54