Calabrio

MARCH 5, 2025

Improved Agent Productivity and Morale: When agents are equipped to resolve issues on the first contact, it reduces the need for follow-up interactions, freeing up their time for other critical tasks. This includes building knowledge bases, participating in training, and proactively engaging with customers.

First call resolution 40

First call resolution Contact Center Analytics Morale 40

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Government 105

Government Morale Finance industry standards 105

Calabrio

MARCH 22, 2025

Implement user-friendly knowledge bases, FAQs, and chatbots to empower customers to find answers independently. Benchmark against industry standards Don’t operate in a vacuum; compare your contact center’s performance against established industry benchmarks to identify areas where you excel or fall short.

Best practices 52

Best practices Contact Center Management Call Center 52

CSM Magazine

SEPTEMBER 28, 2022

Because of the nature of the work they do, employees of staffing agencies typically have a deeper awareness of industry standards, recruiting processes, and trends in the workplace. When compared to the low rates offered by staffing agencies, professional recruiters and HR specialists simply are unable to compete.

Morale 52

Morale industry standards Advertising Healthcare 52

Balto

JANUARY 21, 2025

Tracking this metric helps you address burnout, training gaps, and overall morale. Benchmark Your Metrics Against Industry Standards How do you know if your contact center metrics are strong? Compare them against industry standards. Scenario: Your call abandonment rate is at 12%, while the industry standard is 5%.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Balto

JANUARY 2, 2025

Tracking this metric helps you address burnout, training gaps, and overall morale. Benchmark Your Metrics Against Industry Standards How do you know if your contact center metrics are strong? Compare them against industry standards. Scenario: Your call abandonment rate is at 12%, while the industry standard is 5%.

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

CSM Magazine

JULY 25, 2024

By equipping employees with the necessary knowledge and skills, organizations can empower them to take proactive measures and respond efficiently during emergencies. Continuous education also ensures that safety practices evolve with emerging risks and industry standards, maintaining a high level of workplace safety.

Management 52

Management Education Morale industry standards 52