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. Compare them against industry standards.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 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. Compare them against industry standards.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

SharpenCX

FEBRUARY 11, 2020

Next, track agent performance. Digital tools provide a greater level of sophistication to analyze your agents. With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. Use metrics to know where your agents need more coaching or training.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Calabrio

MARCH 7, 2025

Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline. With so many organizations facing issues with attritionrecently, 63% of agents expressed a high risk of burnoutimplementing a sound contact center forecasting strategy cant be overlooked.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52