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If call volumes surge, businesses must hire more agents, which takes time. Workforce management must be optimized to prevent agentburnout while maintaining coverage. High Success Rate for Resolution Live agents have higher first-call resolution rates than IVR systems.
These inefficiencies can be a result of low agent morale, high turnover rates, agentburnout, and a lack of self-service channels. For example, using AI to automate mundane tasks can significantly free up your agents’ time, which can help your agents stay motivated and reduce agentburnout.
But beware, too high AHT values could mean your agents aren’t devoting enough time to each customer, which might impact your customer satisfaction score. Missed-Call Rate is the number of unanswered customer calls due to long queue waitingtimes. Missed-Call Rate.
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