Contact Center Agents FAQs

How do I manage my time effectively between calls?

The moments between calls in a contact center may be short, but how you use them can significantly impact your productivity, performance metrics, and stress levels. Efficient time management helps you stay organized, meet KPIs, and reduce cognitive fatigue throughout your shift. It also creates space for learning, reflection, and better customer service in the next interaction.

Developing strong time management skills between calls is a core competency for successful contact center agents.

1. Use After-Call Work (ACW) Time Strategically

Wrap-up time is your window to:

  • Finish case notes in the CRM
  • Set follow-up reminders or escalate issues
  • Tag the interaction correctly for reporting

Avoid letting this time spill over into your next task. Practice entering clean, clear notes efficiently without overexplaining.

2. Prioritize Outstanding Follow-Ups

Between calls, review your open cases or pending tickets. Handle the ones that require the least effort first, and schedule the more complex ones for your next non-call block.

Tips:

  • Triage tasks by urgency and impact
  • Use flags, labels, or priority tags if your system allows

This helps prevent small tasks from piling up.

3. Stay Organized with a Personal Workflow System

Many high-performing agents use checklists or a personal note system to track what needs to be done between calls, whether it’s:

  • Customer callbacks
  • Internal questions to research
  • Feedback to provide to a supervisor

A lightweight task list or digital sticky note app can streamline this process.

4. Use Idle Time for Micro-Learning or Self-Coaching

If you experience longer gaps between calls, use that time to:

  • Review recent customer feedback
  • Read updates from the knowledge base
  • Practice with internal learning modules

Proactive learning during downtime can boost both confidence and performance.

5. Avoid Context Switching Too Frequently

Resist the urge to multitask heavily between calls—switching between different task types drains mental energy. If you have just 30–60 seconds, use that time to breathe, center yourself, and reset for the next interaction.

Even short moments of mental recovery can improve call quality and reduce burnout.

6. Leverage AI and Automation Tools

If you're using NICE tools, features like real-time agent assist, automatic call summaries, and intelligent routing help you streamline between-call tasks by:

  • Auto-filling CRM fields
  • Recommending next-best actions
  • Reducing manual data entry

These tools free up time so you can focus on value-added tasks and customer needs.

7. Monitor Your Time Management Metrics

Metrics such as average handle time (AHT), after-call work time, and adherence can highlight whether you’re managing between-call time effectively. Use feedback from supervisors and performance dashboards to spot areas for improvement.

Explore How NiCE Helps Agents Optimize Productivity Between Calls

With AI-guided workflows, real-time prompts, and integrated reporting, NiCE supports agents in staying productive and focused throughout their shift—both during and between calls:


Contact Center Agents FAQs