Calabrio

MARCH 25, 2025

Balance Your Contact Centers Workloads Adopting a proactive, rather than reactive, workforce management approach is crucial to overall agent performance.Get ahead of issues, avoid agent burnout, and meet customer demand efficiently with the help of sophisticated forecasting and scheduling tools.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

SharpenCX

APRIL 1, 2020

You can create specific goals and benchmarks to help your agents reduce customer churn, like improving CSAT and positive customer outcomes. And, it gives you ample opportunities to celebrate progress, keeping morale high and teams engaged. Did you take benchmark measurements so you could evaluate progress?

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

Balto

JANUARY 21, 2025

Agent Turnover Rate High turnover rates disrupt your customer service teams and increase costs. Tracking this metric helps you address burnout, training gaps, and overall morale. Simplify processes to minimize how much effort agents need to perform routine tasks. Compare them against industry standards.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent Turnover Rate High turnover rates disrupt your customer service teams and increase costs. Tracking this metric helps you address burnout, training gaps, and overall morale. Simplify processes to minimize how much effort agents need to perform routine tasks. Compare them against industry standards.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 18, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Key Focus Areas: Setting KPIs and performance benchmarks. Managing shifts to prevent agent burnout.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 17, 2025

As the call center manager, your job isnt just to hit numbers but to inspire your team, optimize processes, and create a workplace culture where agents can perform at their best. Key Focus Areas: Setting KPIs and performance benchmarks. Managing shifts to prevent agent burnout.

Best practices 52

Best practices Call Center Metrics Management 52