Agent burnout First call resolution Survey 
Fonolo
SEPTEMBER 28, 2021
The Contact Center Guide to Managing Spikes in Call Volume. Why strong call center management is important. According to research from the Harvard Business Review, 71% of managers surveyed said employee engagement is an important factor in the overall success of a company. 7 steps to success as a call center manager.
ROI CX Solutions
DECEMBER 16, 2024
While this season is an exciting time to enjoy with loved ones, contact centers can quickly become overwhelmed this time of year by an influx of calls, stressed-out customers, and increased demands. This means your agents can anticipate spikes in call volume and potential customer dissatisfaction without adequate preparation.
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Fonolo
AUGUST 3, 2021
This is the percentage of interactions where your agents are able to resolve a customer’s issue during the first call, chat, or email. A high first contact resolution (also known as first call resolution ) means your agents are knowledgeable and highly effective in their work.
Fonolo
NOVEMBER 30, 2021
Don’t just be any old retail call center. A survey conducted by Call Centre Helper found that 72% of customers believe their ideal communication channel varies depending on the context. 5 Tips to Prevent Call Center Agent Burnout Before it Begins. If your CSat survey scores are high, keep up the great work!
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
Fonolo
OCTOBER 25, 2022
If you don’t have enough agents working, your call center won’t have the resources to deal with high call volumes and caller demand. This can cause the following call center metrics to suffer: Cost of operation. First call resolution (FCR). Agent satisfaction and attrition. Abandonment rate.
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. Balto reporting dashboard for managers viewing agent metrics 1.
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