Abandon Call, Abandon rate, Case Study and Healthcare

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Abandon Call

Abandon rate

Case Study

Healthcare

ROI for Patient Experience Focus in the Contact Center

Altivon

JANUARY 11, 2018

Healthcare organizations are embracing patient experience as a critical success factor in both financial and patient outcomes. Altivon and Genesys recently sponsored a webinar series on this topic, culminating with a deep dive into return on investment (ROI) including specific case study results. Contact Center ROI Examples.

Contact Center

Contact Center Abandon rate Abandon Call Healthcare

Why an 80/20 Service Level is Wrong for Your Call Center

Fonolo

JUNE 9, 2014

If they found a 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. Compare higher abandonment groups to a control group for this one.

Service level

Service level Call Center Abandon rate Metrics

Customer Contact Central

ROI for Patient Experience Focus in the Contact Center

Why an 80/20 Service Level is Wrong for Your Call Center

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