Calabrio

MARCH 25, 2025

Wrap-Up Time, or After-Call Work (ACW): Wrap-up time, also known as after-call work, or ACW, measures the time an agent spends completing tasks after a call, such as updating records or sending follow-up emails. Why it matters: Optimizing ACW improves agent productivity and data accuracy.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

MARCH 8, 2022

When it comes to call center workforce management, be sure your software entails these three functions: Forecasting tools. It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter).

call center workforce 75

call center workforce Call Center Agent burnout Management 75

CSM Magazine

JANUARY 25, 2023

Magnus Geverts shares his top tips for beating agent burnout—and the competition—in 2023. Great news for businesses that rely on the festive season to tide them over during the leaner months but extremely stressful for agents in contact centres. About the Author Magnus Geverts is VP Product Marketing at Calabrio.

Agent burnout 52

Agent burnout Analytics Gamification Coaching 52

Playvox

JANUARY 11, 2024

Call center workforce management is the art and science of having the right number of agents available at the right times to answer an accurately forecasted volume of incoming customer contacts at the service level standard set by a contact center while minimizing cost. Does your spreadsheet do all that?

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

MAY 25, 2023

Forecasting for workforce planning is much the same thing. Just as data is used to determine future weather conditions, workforce planning forecasting uses historical data to make informed estimates about the direction of future trends, seasonality, and staffing requirements. Forecast volumes are based on historical data.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Calabrio

MARCH 17, 2025

Missed sales opportunities Sales conversions drop when agents are unavailable. Agent burnout & turnover Overworked employees experience stress, leading to increased agent attrition and training costs. DOJO has saved 60,000(about $77,000) and seen a 25%increase in efficiency.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

Calabrio

MARCH 7, 2025

Call center forecasting is the fundamental process of predicting the volume of incoming customer interactionscalls, emails, chats, and moreover a specific period. It’s about looking ahead, using data to anticipate demand, and preparing your team to handle it efficiently.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52