Remove 2017 Remove Abandon rate Remove contact center solutions Remove Quality management
article thumbnail

Hype or Reality? Importance of Customer Service as a Key Differentiator

8x8

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills.