Agent burnout Average Handle Time Morale 
Monet Software
NOVEMBER 11, 2020
That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? That’s burnout —and it’s a call center morale killer that usually strikes long-tenured employees but can quickly drag down motivation among almost anyone they come in contact with. . Prevention is the Best Medicine.
Fonolo
SEPTEMBER 28, 2021
They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Note which times on which days are busiest and be sure to schedule your agents accordingly.
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NobelBiz
APRIL 8, 2025
Key Takeaways Hidden Operational Costs: Disconnected tools force agents to toggle between platforms, causing delays and reducing overall efficiency. Negative Customer Experience: Long hold times, repeated questions, and agent confusion leave customers frustrated and less likely to return. Over time, that stress adds up.
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.
Playvox
OCTOBER 19, 2021
Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.
Playvox
APRIL 4, 2023
Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.
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.
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