Fonolo

OCTOBER 12, 2021

5 Tips to Prevent Call Center Agent Burnout Before it Begins. Develop agent seating plans. Assigned seating may remind you of grade school, but this approach can really help support your agents so they can do their best work on the daily. 5 tips for optimizing your call center workplace layout. Prioritize quiet zones.

Call Center 147

Call Center Agent burnout Abandon rate call center workforce 147

Balto

JANUARY 21, 2025

Benchmark Your Metrics Against Industry Standards How do you know if your contact center metrics are strong? Compare them against industry standards. Steps to Benchmark Effectively: Research benchmarks for critical metrics like FCR, AHT, and CSAT in your industry. Set realistic improvement goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Benchmark Your Metrics Against Industry Standards How do you know if your contact center metrics are strong? Compare them against industry standards. Steps to Benchmark Effectively: Research benchmarks for critical metrics like FCR, AHT, and CSAT in your industry. Set realistic improvement goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Hodusoft

AUGUST 9, 2023

With so many customers valuing first-call resolution ( FCR ), the industry standard of 75 percent feels inadequate. This ensures adherence to quality standards and provides opportunities for targeted coaching and training to improve performance. Avoid agent burnout Agent burnout is a serious issue in the contact center industry.

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

SharpenCX

FEBRUARY 11, 2020

Next, track agent performance. Digital tools provide a greater level of sophistication to analyze your agents. With upgraded reporting, you can see how agents perform compared to industry standards and your past track record. Use metrics to know where your agents need more coaching or training.

Call Center 67

Call Center Coaching Contact Center Agent burnout 67

Calabrio

MARCH 7, 2025

Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline. With so many organizations facing issues with attritionrecently, 63% of agents expressed a high risk of burnoutimplementing a sound contact center forecasting strategy cant be overlooked.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52