Customer effort Morale Wait times 
Calabrio
MARCH 25, 2025
Customer Effort Score (CES): CES measures the level of effort a customer perceives they had to exert to resolve their issue. This metric helps identify friction points in the customer journey and highlights areas where agents can streamline processes.
TechSee
AUGUST 26, 2024
Studies have shown that customers are willing to wait a little longer than expected – but anything beyond that and they can become extremely dissatisfied. Similarly, call center agents are measured on their average handle times. We’ve listed the ten we find most valuable below.
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Balto
MARCH 3, 2025
This creates a more efficient workflow and reduces customer wait times. This reduces wait times and improves first-call resolution rates. Predictive analytics identify peak call times and staffing needs, enabling managers to optimize schedules and resources. Increased efficiency is another major benefit.
SharpenCX
DECEMBER 30, 2019
87% of employees who are happy with their jobs are willing to work extremely hard for their company’s customers. When your agents work hard for your customers, they reduce customer effort and build positive customer relationships. Internally, it breaks down team morale. Reduce your wait times.
Comm100
SEPTEMBER 28, 2022
Read on to learn which live chat KPIs will be most useful to the development of your customer service team so you can optimize your live chat experience. By making sure that agents are logging in on time, you can also identify any potential need to reschedule. How much time are your agents spending in “away” mode?
Calabrio
MARCH 22, 2025
Workforce planners: These specialists forecast call volume and customer demand, and optimize agent scheduling to ensure adequate staffing levels and minimize customer wait times. They use data-driven insights to help balance operational efficiency with customer service needs.
Babelforce
JULY 29, 2021
Hold time is what happened for the customer.). 9 Wait time. Wait time is also similar to ASA and hold time! However, this metric tries to judge the entire customer waiting experience from dialing to talking. You can read more about estimated wait time here. #12
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