Calabrio

MARCH 25, 2025

Adherence to Schedule: This metric monitors an agent’s ability to stick to their assigned schedule. Why it matters: Consistent adherence ensures adequate staffing levels, minimizing wait times and maintaining service level agreements. Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate 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.

Call Center 52

Call Center Schedule adherence call center workforce Management 52

Playvox

MAY 25, 2023

According to 2022 research by ICMI , almost half of contact centers (47%) are still manually creating forecasting models. An AI-driven workforce management solution does the heavy lifting to automate forecasting and many of the other repetitive and time-consuming manual tasks in contact center workforce management.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Calabrio

MARCH 17, 2025

The cost of overstaffing: wasted resources & lower profitability Overstaffing happens when too many agents are scheduled relative to customer demand. While it may seem like a safe approach to ensure service levels are met, the reality is that it leads to inefficiencies and unnecessary costs.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

Calabrio

MARCH 7, 2025

The answer lies in its direct impact on several key aspects of your call center’s productivity and performance and, ultimately, your customer experience. Improve service levels SLAs are critical for measuring and maintaining service quality. But why is getting that prediction right so crucial?

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52