8 Contact Center KPIs Add to your Management Tool Box
SharpenCX
JUNE 23, 2021
If your abandonment rate remains low, between 2 to 5% , consider yourself in the clear. Read Next] Keep Abandoned Calls from Ruining your Contact Center’s Customer Satisfaction. The American Express Customer Barometer Survey says 13 minutes is the cutoff before people abandon calls (and likely never call back).
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