Calabrio

MARCH 25, 2025

This section explores actionable strategies for translating data into tangible results, focusing on coaching, training, and process optimization. We’ll delve into how to identify performance gaps, implement targeted interventions, and foster a culture of continuous improvement within your call center.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

MARCH 8, 2022

As call center leaders, we know the list of things to manage on the floor is endless. Behind hold times and high call volumes, management must ensure every agent is trained, every shift is covered, and every customer is satisfied. Industry Report: State of the Contact Center 2022. 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.

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 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, a premier payment provider in the UK is just one of many examples of this.

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52