Balto

JANUARY 21, 2025

Managing this metric is key to balancing agent utilization rates and optimizing contact center performance. Formula: Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems). Reducing abandonment by just 5% saves 500 calls.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Managing this metric is key to balancing agent utilization rates and optimizing contact center performance. Formula: (Total number of incoming + outgoing calls) in a given period Pro Tip: Break call volume into categoriescalls managed by agents and self-service options (like interactive voice response systems).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Sykes

DECEMBER 14, 2017

The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Happy and supported service agents are more likely to deliver an Exceptional Member Experience. Embrace multiple service channels. Social networks. Communities (forums).

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Happy and supported service agents are more likely to deliver an Exceptional Member Experience. Embrace multiple service channels. Social networks. Communities (forums).

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

aircall

OCTOBER 31, 2016

Customer support channels include phone support, email, live chat, social media, forums, self-service knowledge bases, etc. That kind of symbiosis with an external service is a tall order. Best practices for implementing your omnichannel strategy. Customer service is everyone’s job.

outsourcing 48

outsourcing Multichannel Agent burnout Self service 48

Robert Davis

APRIL 5, 2018

The rise in digital channels over the past decade has had a profound effect on service and sales operations. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers.

Telemarketing 48

Telemarketing Outbound sales outsourcing Quality calibration 48

Robert C. Davis and Associates

APRIL 5, 2018

The rise in digital channels over the past decade has had a profound effect on service and sales operations. Corporate enterprises have been successful at deflecting inbound calls to self-service channels to save costs, but in doing so, they also have been losing out on opportunities to up-sell and cross-sell customers.

Telemarketing 40

Telemarketing Outbound sales outsourcing Quality calibration 40

Balto

JANUARY 14, 2025

Self-service analytics plays a crucial role in reducing call volumes and associated costs by enabling customers to independently resolve issues through various channels. Without actionable insights, businesses may face high churn rates, agent burnout, and operational oversights.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Balto

FEBRUARY 6, 2023

For agents, it’s an important change of perspective: they need to stay engaged and understand best practices in a way that’s coachable to other agents. How to Battle Contact Center Agent Burnout. It’s crucial to have direct experience of things like call flows, processes, and winning behavior.

Contact Center 52

Contact Center Coaching Surveys Scripts 52