Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Metrics Abandon rate Coaching 52

Fonolo

OCTOBER 12, 2021

Conversations around call center optimization often focus on technology, training, and metrics, but call center workforce optimization also includes the physical elements of your operation. Ensure your space works for you, your agents, and your customers. 5 Tips to Prevent Call Center Agent Burnout Before it Begins.

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Call Center Agent burnout Abandon rate call center workforce 147

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. To clearly depict achievements and opportunities, your contact center metrics should be displayed in a visually appealing way that clearly defines your achievements. Quality score.

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Call Center Abandon rate Contact Center Agent burnout 142

ROI CX Solutions

DECEMBER 16, 2024

Without proper planning, the increased business during the holidays can lead to longer wait times, higher agent burnout, and missed opportunities to deliver outstanding holiday-time customer service. Evaluate and improve: Review metrics from the holiday season to refine strategies for the next year.

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Contact Center Interactive Voice Response Average Handle Time outsourcing 52

Solvvy

JUNE 30, 2021

It starts by analyzing your metrics – especially those tied to your customer support efforts. . There’s no singular metric that reveals your overall performance, but there are a number of essential customer support metrics, or KPIs, businesses can utilize to assess where things stand.

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Chatbots Metrics Customer Support Agent burnout 62

CCNG

MARCH 8, 2023

In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!). You Didn't Hire Apathetic Agents Employee blame is often the first reaction when agent apathy is discovered.

Morale 195

Morale Contact Center CCNG Agent burnout 195

TeleDirect

FEBRUARY 7, 2025

Reduces Call Times Active listening helps agents identify customer needs faster, leading to shorter call durations and improved efficiency. Lowers Agent Burnout When customers feel heard, they are less likely to escalate frustration, reducing stressful interactions for agents.

Call Center 62

Call Center Customer Service Agent burnout First call resolution 62

Fonolo

AUGUST 5, 2021

If your staff feels like their workload is manageable, it’ll help keep burnout at bay, leaving agents with some more mental capacity to engage in training sessions. How Your Call Center Can Overcome Agent Burnout. Ensure your training strategy evolves with your contact center. Virtual call centers are always changing.

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Best practices Call Center virtual call center Agent burnout 159

Fonolo

MARCH 25, 2021

But have you considered the impact of your agent satisfaction? Yet less than 30% of contact centers track this metric, despite its direct impact on standard industry KPIs. If you don’t know the state of your agents’ satisfaction levels, it can be difficult to create positive change. Work-life balance.

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Call Center Surveys Agent burnout Contact Center 147

Balto

JANUARY 21, 2025

Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable. Agents become more confident, customers become more satisfied, and your entire operation becomes more effective. Start by aligning your metrics with clear business goals.

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Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Thats where call center agent performance metrics come in. When the right metrics are tracked and acted upon, the results are undeniable. Agents become more confident, customers become more satisfied, and your entire operation becomes more effective. Start by aligning your metrics with clear business goals.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

TechSee

MAY 18, 2022

While these metrics measure agents’ productivity, occupancy only considers the time agents are active when logged in , while utilization includes total work time. This means that to measure occupancy, Management would look only at the agent’s capacity to engage with customers vs. the time actually spent engaging with customers.

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Call Center Contact Center Benchmark Agent burnout 109

Nicereply

MAY 28, 2019

All those factors can combine to cause agent burnout. If you’re not familiar with the term, agent burnout refers to when someone starts feeling cynical, disengaged, overwhelmed, and even depressed as a side effect of overworking. Outside of the negative effects on your agents, burnout also impacts your business.

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Agent burnout Metrics Feedback Surveys 76

Balto

JANUARY 17, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Balto

JANUARY 18, 2025

Heres the simplest way to describe call center management: its everything that happens behind the scenes to make sure customer interactions run smoothly, agents stay motivated, and the business keeps moving forward. Youre dealing with metrics and KPIs, sure, but also human emotions, tech stacks, and rapidly evolving customer expectations.

Best practices 52

Best practices Call Center Metrics Management 52

Babelforce

NOVEMBER 25, 2021

There are plenty of metrics and KPIs you can track to gain useful insight into your contact center operations. With this in mind, here are the ten call center metrics that many experts agree are absolutely vital. Top Ten Call Center Metrics. #1 CSat is a crucial CX metric that gauges how customers truly feel about your service.

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Metrics Call Center Abandon rate Average Handle Time 52

JustCall

APRIL 15, 2024

As a sales or customer support manager, you’ve likely noticed some agents seem disengaged, burned out, or stressed. Call center agent burnout is a real problem, and the job demands can take a toll on even the most resilient employees. Excessive workload strict metrics 2. Focus on quality over quantity metrics 6.

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Call Center Agent burnout Scripts Metrics 52

VirtualPBX

JULY 24, 2024

Contact Center features like ACD queuing and routing features like skill-based routing and escalation queues can alleviate high call volumes, long wait times, and agent burnout. Utilize your CRM integration to streamline agent communication and monitor signs of fatigue right from your live Contact Center dashboard.

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Agent burnout Self service Contact Center CRM 105

Fonolo

MARCH 8, 2022

It requires detailed data collection and analysis of all customer communications, history, and metrics to predict the number of inbound calls for a future given time period (week, month, quarter). Agent burnout. Any miscalculations in forecasting or scheduling could result in overworked agents.

call center workforce 75

call center workforce Call Center Agent burnout Management 75

SharpenCX

JUNE 3, 2020

A slim 21% of employees say they have performance metrics within their control. A lack of visibility into goals, metrics, and progress fuels agent burnout. Agents who sit at severe risk for burnout are 63% less likely to have daily metrics on display in their office. Frost & Sullivan ).

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

Fonolo

JANUARY 31, 2022

Key Performance Indicators for Agent Productivity. Measuring the authenticity and thoroughness of an agent’s customer interactions isn’t as tricky as you think. Best practice is to keep an eye on a few main productivity metrics, including: Percentage of calls transferred. Create an omni-channel experience for customers.

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Call Center Average Handle Time Agent burnout Contact Center 87

Monet Software

NOVEMBER 11, 2020

Declining customer satisfaction ratings and other metrics. An agent suffering from burnout may not show all of these symptoms. Some immediate relief may be achieved with the suggestions above but true recovery from burnout can take weeks or longer to achieve. Uncharacteristic complaints about the job or assignments.

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Morale Agent burnout Contact Center Coaching 100

SharpenCX

MAY 6, 2020

And, when you coach often to bring clarity to goals, expectations and performance, agents know where to improve. Workforce optimization & engagement leads to higher productivity that drives money-saving metrics. Then, you can help agents optimize their time at work. And, when you limit burnout, you cut agent attrition.

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Contact Center Call Center Coaching Agent burnout 76

Fonolo

OCTOBER 25, 2022

Absenteeism, otherwise known as absence rate, is arguably one of the most overlooked call center metrics. This percentage figure reveals the amount of unapproved or unplanned time agents spend away from their work. This can cause the following call center metrics to suffer: Cost of operation. Agent satisfaction and attrition.

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Call Center Agent burnout Abandon rate First call resolution 81

Playvox

NOVEMBER 29, 2022

When you create the right policy, you’ll get call avoidance rates down — to the benefit of both your customer satisfaction metrics and your agents’ experiences. While to the agent, it’s just handling another customer interaction, they are the “face” of the company and take the brunt of the rage from the customer.

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Contact Center Agent burnout Coaching Best practices 77

Fonolo

MAY 31, 2022

Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work. Will Knowing These Stats Benefit My Contact Center? Yes, very much so!

Agent burnout 81

Agent burnout Contact Center Average Handle Time Call Center 81

Babelforce

FEBRUARY 23, 2022

As such, the metric is a crucial consideration for the planning team. Many contact centers may also consider utilization an indicator of agent productivity. Many will, however, calculate utilization rates for individual agents and teams automatically. However, they are two separate metrics. Managing Utilization Rates.

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Schedule adherence Agent burnout Contact Center Metrics 52

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. This timely reaction to metrics is crucial in a fast-paced contact center environment.

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Self service Management Coaching Contact Center 85

Quiq

OCTOBER 16, 2020

What Metrics Should You Be Monitoring? To make meaningful improvements to operations, companies need to pick out the most powerful metrics for contact center reporting. An excessively low occupancy suggests the contact center has hired more agents than contact volume demands. How to Improve Contact Center Metrics.

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Contact Center Agent burnout Metrics Service level 52

Nicereply

SEPTEMBER 6, 2022

In this article, Stonly explains how your customer success team can focus on product adoption to drive retention and expansion, including the key metrics you can track to understand whether your customers are seeing success. 5 Tips for CX Leaders to Combat Customer Service Agent Burnout (Kustomer).

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Customer Service Complaint resolution Agent burnout Customer Support 97

Fonolo

AUGUST 15, 2023

When it comes to demystifying call center metrics, ‘occupancy rate’ shouldn’t be forgotten. Occupancy rate is basically a measure of how “busy” call center agents are when they are at work. Occupancy rate is the percentage of time that agents spend handling customer inquiries vs. waiting for calls (idle time).

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Call Center Schedule adherence Contact Center Agent burnout 67

SharpenCX

APRIL 1, 2020

With objectives set, your agents have more manageable metrics and outcomes to impact. Assign KPIs and metrics to track goals – and check on progress often. When agents can’t measure progress toward their objectives and goals, productivity stalls and performance plateaus.

Contact Center 67

Contact Center Customer Service Agent burnout Benchmark 67

CSM Magazine

OCTOBER 10, 2023

Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. So, is Average Handle Time (AHT) still a relevant metric and what does it mean for contact centres today? It’s important to strike the balance between speed and personalised service delivery.

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Average Handle Time Agent burnout Coaching Finance 59

SharpenCX

APRIL 29, 2020

And, look to your year-over-year metrics for added guidance, too. 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 builds confidence in your agents.

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Coaching Management Contact Center Morale 76

Fonolo

MAY 31, 2022

Total Shift Time —The full amount of time an agent was scheduled to work. For example, Occupancy Rates can help predict agent burnout and satisfaction at work. Will Knowing These Stats Benefit My Contact Center? Yes, very much so!

Agent burnout 67

Agent burnout Contact Center Average Handle Time Call Center 67

Playvox

DECEMBER 13, 2022

When some agents avoid working with customers, that puts pressure on other team members to pick up the slack. This can lead to burnout, creating additional increases in agent stress that lead to high call-outs or high attrition rates. What To Do if Contact Center Agents Are Participating in Interaction Avoidance.

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Contact Center Agent burnout Quality management contact center solutions 84