Calabrio

MARCH 25, 2025

Below, we look at 15 agent performance metrics and key performance indicators, each of which can add to your contact centers understanding of strengths and shortcomings in overall performanceat the level of individual agents and larger teams. Why it matters: Reflects reduced (or increased) customer effort.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Mindtouch

MARCH 16, 2018

Regardless of the reason, an unhappy group of support agents can make for unhappy customers and seriously impact customer experience KPIs. Wherever you find agent burnout, dissatisfied customers are not far away. What makes customer support agents unhappy? Inadequate tools and resources.

Agent burnout 59

Agent burnout Customer Support Self service First call resolution 59

Balto

JANUARY 21, 2025

Choosing the right agent performance metrics can be crucial for your call center Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Agent-focused metrics, like average handle time, after-call work, and agent turnover, help gauge efficiency and agent performance.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

A rising call transfer rate, for instance, signals gaps in agent training or routing systems, giving you a clear area for improvement. Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Higher FCR reduces escalations, improves customer effort scores, and drives customer loyalty.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

JULY 29, 2021

17 Customer effort score (CES). CES measures the effort customers have to put in when interacting with your support. A high score typically correlates with a poor customer experience. Self-service , omnichannel support , and being proactive can reduce customer effort. . #18 19 Average idle time.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Voxjar

JANUARY 11, 2018

Better Customer Effort Scores – Customer effort score is often a better measure of customer loyalty than CSAT. Customers will ultimately resent you if they have to jump through too many hoops to finally get an answer. That can leave you in a moral quandary….

First call resolution 40

First call resolution Contact Center Construction Agent burnout 40