Playvox

DECEMBER 13, 2022

Have you ever struggled to determine what caused an unexpected increase in volume or a decrease in service level? Once you’ve run the gamut of possibilities and you still come up empty-handed, it’s time to review agent data to determine if agent behavior caused the unexpected spike in volume.

Contact Center 84

Contact Center Agent burnout Quality management contact center solutions 84

Fonolo

MAY 31, 2022

Occupancy Rate is the most common way to measure the business of call center agents when they’re dealing with customers. For example, if your call center had an Occupancy Rate of 90% yesterday, your agents were handling customer inquiries for an average of 54-minutes every hour. An overwhelmed agent is not a happy agent.

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Quiq

OCTOBER 16, 2020

These include: Service level: This metric is defined as the percentage of messages and calls that are answered by a live agent within the organization’s target time frame. A high service level serves as an indication that contact center agents are performing efficiently.

Contact Center 52

Contact Center Agent burnout Metrics Service level 52

Fonolo

AUGUST 15, 2023

Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). It’s the most common measure of how much of their time your call center agents spend dealing with customers. Consider an agent who is engaged in call-related work for 45 minutes during a 60 minute period.

Call Center 67

Call Center Schedule adherence Contact Center Agent burnout 67

Playvox

JULY 31, 2023

Reduced Labor Costs Overstaffing and understaffing are both major workforce scheduling challenges in customer service centers. Employees, for example, who have children might prefer to take on shifts that make them available for school drop-off and pick-up. Overstaffing means excessive costs, loss of efficiency, and low productivity.

Self service 85

Self service Management Contact Center Coaching 85

Balto

JANUARY 21, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Agent Performance Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. For example, Achieve an FCR rate of 80% this quarter.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Agent scoring dashboard on performance focused metrics Understanding Call Center Metrics How to Choose the Right Metrics for Your Contact Center Choosing the right contact center metric comes down to relevance, actionability, and measurability. Empower agents with tools that provide answers in real time to avoid escalations.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

SharpenCX

APRIL 29, 2020

Let’s cover an example: Looking at past data, let’s say you IDed May as your busy season. Once you have these predictions on deck, you can use WFM tools (like Sharpen + Community WFM ) and additional service-level metrics to figure out how many agents you need to take care of incoming customer needs.

Coaching 76

Coaching Management Contact Center Morale 76

Fonolo

NOVEMBER 3, 2015

Why 80/20 is the Wrong Service Level for Your Call Center. ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time). ‘Occupancy Rate’ is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

Call Center 52

Call Center Average Handle Time Schedule adherence Agent burnout 52

Global Response

AUGUST 7, 2023

Some common company values are: integrity customer-centricity dedication sustainability teamwork curiosity Most importantly, your core values should be more than just lip service—they should factor into every other element of your culture. For example, let’s say teamwork is one of your core values. Follow the leader.

Call Center 62

Call Center Morale Employee engagement Customer centricity 62

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. 3 Service level. The metric is a good measure of agent productivity. How to improve CSat.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Babelforce

JULY 29, 2021

For example, a low AHT is a sign of fast service, but it’s not much use if customers aren’t satisfied with the help they receive. For example, calls that abandon in the first 10 seconds are probably mistake dials. #4 4 Service level. A standard version of service level is 80% of calls answered within 20 seconds.

Call Center 52

Call Center Abandon rate Contact Center Agent burnout 52

Playvox

APRIL 6, 2023

If too many people are scheduled, you’ll see downtime between interactions, lower occupancy rates, and lower employee productivity for the agents. If not enough people are scheduled, you will often see agent burnout due to minimal breaks between interactions, a higher-than-ideal occupancy rate, and higher overtime costs.

Management 54

Management Contact Center Best practices Agent burnout 54

Playvox

MAY 25, 2023

Some channels are considered asynchronous, which refers to communication between an agent and a customer that does not happen at the same time. Common examples are emails or texts where the customer is not expecting a real-time response. Live chat or phone calls are good examples.

Contact Center 55

Contact Center Workload forecasts Agent burnout Customer retention 55

Balto

MARCH 29, 2023

And with customers having higher service level expectations than ever, deploying AI solutions into your existing contact center systems is vital for business success. Automation In contact centers, lots of tasks don’t always require a human agent.

Contact Center 52

Contact Center Interactive Voice Response Coaching Virtual Agent 52

Balto

JANUARY 14, 2025

Example Use Case : A global logistics company used NLP to analyze call transcripts, uncovering that 30% of inquiries were about misplaced tracking numbers. Reinforcement Learning : Optimizes call routing by learning which agents handle specific issues most efficiently. angry, confused).

Call Center 52

Call Center Analytics Average Handle Time Big data 52

Noble Systems

OCTOBER 21, 2020

Some examples of ACD actions include: Identifying callers based on their phone number, dialed line, or other information. Keeping agents and customers satisfied is critical in today’s fast-paced environments. Aid agents during their calls. Manage team schedules to meet service level targets.

First call resolution 57

First call resolution Call Center Interactive Voice Response call center software 57

JustCall

MARCH 7, 2023

For example, many skincare and cosmetics brands interact with customers over Instagram – they use contact centers. For example, if your purpose is to only provide technical support, a blended contact center may become costlier than you had planned. Set a minimum service level for every agent.

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Calabrio

MARCH 17, 2025

The cost of overstaffing: wasted resources & lower profitability Overstaffing happens when too many agents are scheduled relative to customer demand. While it may seem like a safe approach to ensure service levels are met, the reality is that it leads to inefficiencies and unnecessary costs. The results?

Agent burnout 52

Agent burnout contact center workforce Abandon Call Contact Center 52

Calabrio

MARCH 7, 2025

Improve service levels SLAs are critical for measuring and maintaining service quality. By predicting call volumes and customer demand with precision, you can ensure that your team is prepared to handle the incoming workload, maintaining consistent service delivery. But why is getting that prediction right so crucial?

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52