Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. Establishing targeted improvement strategies for underperforming agents.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Monet Software

NOVEMBER 11, 2020

How to treat employee burnout and reinvigorate call center engagement for the long haul. Do you feel it spreading through your contact center workforce? That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? Prevention is the Best Medicine.

Morale 100

Morale Agent burnout Contact Center Coaching 100

Fonolo

MARCH 8, 2022

Put simply, your call center workforce refers to your agents. When managing your workforce, you must ensure staffing and training levels are adequate to keep your contact center operational. A strong scheduling system will do wonders for your workforce management. Agent burnout.

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

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 7, 2025

Modern call center forecasting software also allows for quicker reactions to unpredicted changes, ensuring your team is ready for anything. 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