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?

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

SharpenCX

MAY 6, 2020

And, when you coach often to bring clarity to goals, expectations and performance, agents know where to improve. Workforce optimization & engagement leads to higher productivity that drives money-saving metrics. Then, you can help agents optimize their time at work. It’s up to you to connect your agents to purpose.

Contact Center 76

Contact Center Call Center Coaching Agent burnout 76

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. Evaluate and improve: Review metrics from the holiday season to refine strategies for the next year.

Contact Center 52

Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Fonolo

MAY 31, 2022

From CSat score to Average Handle Time to First Call Resolution Rate , there are plenty of new terminologies that come with working at a contact center. Total Shift Time —The full amount of time an agent was scheduled to work. Will Knowing These Stats Benefit My Contact Center? Yes, very much so!

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Playvox

DECEMBER 13, 2022

Related Article: How Contact Center Agent Burnout Decreases Productivity (And What You Can Do About It). What To Do if Contact Center Agents Are Participating in Interaction Avoidance. The simple fact is that some agents do avoid interactions, though their reasons for doing it can vary. Review adherence.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Fonolo

NOVEMBER 3, 2015

In our on-going effort to demystify call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. If you like this type of post, you should check out our other posts on call center metrics such as.

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 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

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Talkdesk

JULY 16, 2019

In a recent customer experience survey by Customer Contact Week, consumers reported the following priorities: Easy handling of their problem Fast issue resolution Friendly, personalized service. Contact center agents may also take issue with the performance metrics being used to assess them.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

JustCall

MARCH 6, 2023

Call Center Productivity and Metrics Call center metrics are crucial to understand and measure performance. They reveal agent strengths and weaknesses, as well as customer satisfaction, and whether or not you have the right people and technology in place. Over time, they indicate the need for more training.

Call Center 52

Call Center Abandon rate Average Handle Time Metrics 52

Balto

JANUARY 14, 2025

It provides actionable insights into key performance indicators (KPIs) such as average handle time (AHT), first call resolution (FCR), and customer satisfaction scores, which evaluate the effectiveness of call center operations and customer experience. Key Issues: Lack of training programs for supervisors and agents.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. But before thinking about solutions, it’s important to measure your current productivity metrics to be able to track progress down the line.

Call Center 52

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

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.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Babelforce

JULY 29, 2021

So which metrics are the most useful? 1 Average Talk Time (ATT). Talk time is a simple metric; it’s the total time agents spend dealing with callers. It’s useful to know, but – time spent talking doesn’t necessarily indicate service quality. #2 2 Average handle time (AHT).

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

SharpenCX

FEBRUARY 11, 2020

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. With metrics and KPIs, you set the bar for performance across your contact center. You’ll see in the data where inefficiencies lie.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

JustCall

APRIL 3, 2024

Without implementing flexible scheduling options, such as alternate shifts or remote work arrangements, you cannot ensure that all time zones are covered while preventing agent burnout. Implementing callback solutions allows customers to receive timely assistance while relieving the pressure off of call center resources.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 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

Playvox

JANUARY 11, 2024

Instead of manual processes and adjustments, modern WFM solutions use real-time data and self-adjusting algorithms to continuously improve forecast accuracy, and handles synchronous and asynchronous workloads seamlessly in an omnichannel environment. Does your spreadsheet do all that? Is WFM the Fountain of Youth?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Voxjar

JANUARY 11, 2018

First Call Resolution (FCR) is arguably the most important metric for small and midsize contact centers to track. According to a study done by Customer Relationship Metrics, CSAT will be 35-40% lower when a second call is made for the same issue. Let’s say your call center is not efficient.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

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.

Call Center 52

Call Center Interactive Voice Response Customer Service contact center solutions 52

NobelBiz

FEBRUARY 21, 2023

This is a metric that assesses the efficacy and quality of customer service and has a direct impact on customer satisfaction. The callback feature of the Interactive Voice Response (IVR) guarantees that the consumer is reached again by an agent who is qualified to address his queries.

Best practices 52

Best practices Contact Center Abandon rate Management 52

NobelBiz

MARCH 6, 2023

Screen calls and route them to the most appropriate agent based on the customer’s needs and/or inquiry type. This ensures that customers are connected to the right agent. And that their issues are resolved in an efficient and timely manner.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

JustCall

MARCH 7, 2023

Know How to Measure Performance Not every contact center agent you hire would have the same performance – they would all have their own strengths and weaknesses. You need to set your KPIs in a way that agent performance metrics (like average handle time) align well with business goals and objectives.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52