Fonolo

JANUARY 31, 2022

Allowing agents to expand their knowledge base not only helps them be more efficient during customer interactions, but it also keeps them engaged with their work, leading to improved productivity. Book bi-weekly or monthly check-ins with all your agents and keep them striving to meet goals they set individually and as a team.

Call Center 87

Call Center Average Handle Time Agent burnout Contact Center 87

Comm100

FEBRUARY 21, 2023

Better still, customers who do need human support also experience lower wait times. An AI chatbot can handle up to 80% of all queries without human involvement, giving agents more time to manage queries that need a human touch. This takes us into the next benefit of AI in customer service.

Customer Service 94

Customer Service Chatbots Agent burnout Wait times 94

Fonolo

JANUARY 25, 2022

Having more or less staff at the right times can decrease overall contact center costs, improve agent productivity by decreasing burnout potential , decrease wait-times for customers, and more. 5 Tips to Prevent Call Center Agent Burnout Before it Begins. Agent onboarding and training.

call center workforce 81

call center workforce Call Center Agent burnout Interactive Voice Response 81

Playvox

OCTOBER 19, 2021

Higher overtime costs are a natural outcome of contact center agent shortages. Managers who want to meet customer demands will typically ask their agents to work more hours. Increased agent burnout. Worsening the cycle, burnout leads to attrition at a time when contact centers can’t afford to lose agents.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Balto

JANUARY 2, 2025

Its also essential to differentiate between customer-focused metrics and agent-focused metrics. Customer-focused metrics, such as CSAT, net promoter score, and customer effort scores, measure satisfaction and loyalty by assessing how well your contact center meets customer expectations. Balancing both types of metrics is critical.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Talkdesk

JULY 16, 2019

Challenges of Performance Management Traditionally, call center managers have used a combination of quality monitoring, team trainings, and one-on-one coaching to address employee engagement and improve agent performance. Team leaders report high levels of call center attrition and agent burnout after certain periods of time.

Call Center 43

Call Center Management Average Handle Time Schedule adherence 43

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

Xaqt

FEBRUARY 26, 2020

In fact, states and communities that have implemented coronavirus hotlines are already experiencing high call volume and long wait times. Scaling to meet these challenges will be an issue for companies and agencies that fail to prepare.

Call Center 52

Call Center Interactive Voice Response Agent burnout Wait times 52

Sykes

DECEMBER 14, 2017

Despite months of planning, many customer support infrastructures couldn’t handle the added stress, resulting in the failure to meet business objectives and customer expectations. When communication is poor or call wait times are long, frustrated consumers frequently end contact without issue resolution.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

Despite months of planning, many customer support infrastructures couldn’t handle the added stress, resulting in the failure to meet business objectives and customer expectations. When communication is poor or call wait times are long, frustrated consumers frequently end contact without issue resolution.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Noble Systems

OCTOBER 21, 2020

The ACD uses scheduling data to skip over agents who aren’t working or who are busy when a call comes in. This can be a helpful way to reduce the time it takes to answer a call. Use this method to decrease wait times without disturbing busy agents. Aid agents during their calls.

First call resolution 57

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

Balto

NOVEMBER 2, 2023

Changing customer expectations and changing market dynamics have made it difficult for contact centers to meet customer needs. These inefficiencies can be a result of low agent morale, high turnover rates, agent burnout, and a lack of self-service channels.

contact center solutions 52

contact center solutions Enterprise Contact Center Agent burnout 52

NobelBiz

MARCH 6, 2023

Predictive dialer software improves customer service operations as it allows to: Automate the process of calling customers back who have requested a call from an agent. This can reduce customer wait times and ensure that agents promptly address their issues. This ensures that customers are connected to the right agent.

Abandon Call 52

Abandon Call Contact Center Agent burnout Abandon rate 52

Balto

DECEMBER 14, 2022

Accurately measuring your contact center agent productivity is vital for you to find opportunities for improvement. Without accurate measurement, you won’t be able to set goals and come up with actionable steps to meet them. Missed-Call Rate is the number of unanswered customer calls due to long queue waiting times.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

Balto

JANUARY 14, 2025

Operational Efficiency Analytics streamlines operations, reducing costs while maintaining high service levels through effective workforce management: Dynamic Scheduling : Predictive analytics ensures the right number of agents are on hand, reducing downtime or wait times.

Call Center 52

Call Center Analytics Average Handle Time Big data 52

SmartAction

FEBRUARY 16, 2021

That’s where the use of an AI-powered virtual agent comes in — for a fraction of the cost of a human agent, an intelligent virtual agent (IVA) is available to assist customers 24 hours a day, 365 days a year. Virtual agents can also handle spikes in call volume, making them a scalable solution to meet seasonal demands.

Virtual Agent 83

Virtual Agent Agent burnout Wait times Chatbots 83

NobelBiz

FEBRUARY 21, 2023

It is challenging to offer a good customer experience when customers hate long wait times. One solution to this problem is to increase the capacity of call center agents. However, if your contact center experiences occasional call spikes, hiring additional agents can increase agent downtime and costs.

Best practices 52

Best practices Contact Center Abandon rate Management 52

Hodusoft

APRIL 16, 2025

During that time, telecom companies and communication service providers can witness spikes in inbound calls and messages. That increases wait times and results in abandoned calls. Even if telecom companies face huge contact volumes, customers are unwilling to wait.

Interactive Voice Response 52

Interactive Voice Response Management First call resolution Abandon Call 52

Calabrio

MARCH 7, 2025

Failing to meet SLAs can damage your reputation and lead to customer churn. Avoid agent burnout High workloads, stress, poor efficiency, and poor results can quickly add up to burned out agents on the frontline. Accurate forecasting helps you minimize wait times and ensure agents are available when needed.

Contact Center 52

Contact Center industry standards Call Center Average Handle Time 52