Fonolo

NOVEMBER 17, 2020

“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. 2017-11-22T14:53:16+00:00. 2017-11-22T14:39:22+00:00. 2017-09-25T14:57:12+00:00. 2017-09-28T14:14:01+00:00.

Management 40

Management Abandon rate Metrics Contact Center 40

DMG Consulting

DECEMBER 11, 2017

Self-service displacement (automation) rate. Call abandonment rate. As 2017 comes to an end, we want to take this opportunity to thank you for sharing in DMG’s mission to help companies deliver an outstanding customer experience. First contact resolution (FCR). Number (or percentage) of transfers.

Contact Center 54

Contact Center Average Handle Time Management Abandon rate 54

Fonolo

JUNE 5, 2018

The chart you see is from a 2017 study, with the metrics most commonly ranked as “very important” at the beginning. So if one imagines a “fixed pie” of all customer service interactions, then the slice of that pie occupied by voice is getting smaller. Another argument is that self-service options are getting better and better.

Metrics 79

Metrics Call Center Average Handle Time Self service 79

Talkdesk

APRIL 11, 2017

The purpose of Sentiment is to understand the customer on a whole new level: their satisfaction with their service experience, their emotional state and their experiences across the customer lifecycle. Sentiment will be released into open beta on April 12, 2017 for all contact centers.

Abandon rate 50

Abandon rate Contact Center Surveys Call Center 50

Mindtouch

MARCH 16, 2020

Connecting with Customers from Start to Finish Learn why meeting the demands of today’s customer self-service journey requires next-generation knowledge management. Are your highest-volume cases clustered around low-touch, repeat issues that might otherwise be handled by self-service? Download the free ebook.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Fonolo

SEPTEMBER 4, 2019

If they found low correlation between the two metrics, there is a business case for lowering SLAs … [but] If you were to do this … look at the impact service level has on your abandon rate, to ensure that you won’t lose too many calls. The Case against Service Level as “North Star”. Optimize Your Self-Service Channels.

Service level 57

Service level Surveys Abandon rate Call Center 57