Xaqt

FEBRUARY 26, 2020

In fact, states and communities that have implemented coronavirus hotlines are already experiencing high call volume and long wait times. Additionally, many companies, such as those in the travel and hospitality industries, are feeling the impact in their call centers as well.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Sykes

DECEMBER 14, 2017

When communication is poor or call wait times are long, frustrated consumers frequently end contact without issue resolution. The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Embrace multiple service channels.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

When communication is poor or call wait times are long, frustrated consumers frequently end contact without issue resolution. The most important steps insurers can take to get their call centers ready are: Provide agents with effective, adaptive training and personal support. Embrace multiple service channels.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Balto

JANUARY 21, 2025

By optimizing occupancy rates, call centers can ensure that agents are effectively utilized, leading to better performance and customer satisfaction. By following these best practices, you can transform data into actionable insights, optimize agent performance, and align operations with your business goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Talkdesk

JULY 16, 2019

Performance Management and Customer Experience Call center agents, like retail workers, are on the frontline of customer interactions, and often face frustrated or angry consumers who are upset about a situation and place the blame firmly on the person in front of them.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

Balto

JANUARY 14, 2025

Operational Efficiency Analytics streamlines operations, reducing costs while maintaining high service levels through effective workforce management: Dynamic Scheduling : Predictive analytics ensures the right number of agents are on hand, reducing downtime or wait times.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

NobelBiz

FEBRUARY 21, 2023

And the best practices and tips for managing callbacks Agents proposing the best product or service is no longer a sure bet for success. It is challenging to offer a good customer experience when customers hate long wait times. One solution to this problem is to increase the capacity of call center agents.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Voxjar

JANUARY 11, 2018

Agent Performance – Your reps are knowledgeable and trained well enough to resolve customer’s concerns on their first call. Low Hold Time – If a problem was resolved in one call it probably means the customer didn’t experience frequent or long wait times.

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40

Hodusoft

APRIL 16, 2025

In this blog post, well discuss the common call volume challenges telecom companies face, what is intelligent call routing and what are its types, benefits of smart call routing, and the best practices to implement smart call routing. That increases wait times and results in abandoned calls.

Interactive Voice Response 52

Interactive Voice Response Management First call resolution Abandon Call 52

Calabrio

MARCH 7, 2025

Brush up on the basics of contact center forecastingor skip ahead to dive into common pitfalls, best practices, and tips sourced straight from our experts. Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52