Playvox

FEBRUARY 2, 2022

Agent burnout directly harms the quality of customer service your business provides and significantly hurts your company’s bottom line. It’s hard to ignore the fact that contact centers are plagued with high agent burnout and turnover rates. What Causes Agent Burnout? Preventing Agent Burnout.

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Agent burnout Contact Center Gamification Agent Empowerment 68

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.

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Call Center Metrics Abandon rate Coaching 52

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

NOVEMBER 25, 2021

In this post: Average Handling Time Customer Satisfaction Service Level First Contact Resolution Call Abandonment Rate Percentage of Calls Blocked Call Transfer Rate Wrap-up Time Customer Effort Score Average Idle Time. The solution is the ACAF customer feedback loop.). #3 3 Service level.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

JULY 29, 2021

4 Service level. Service level is the percentage of calls agents answer within a predefined time limit. This threshold is the maximum amount of time you want customers to wait. A standard version of service level is 80% of calls answered within 20 seconds. 17 Customer effort score (CES).

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Call Center Abandon rate Contact Center Agent burnout 52