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. Book a free demo today.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

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

Simply put, digital transformation is the process of integrating technology into your organization to create or modify business processes to meet changing requirements and enhance customer experience. Digital transformation is more than just purchasing technology. But what does it really mean?

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. The risks of understaffing include: Longer wait times Customers become frustrated and may abandon calls or chats.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

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