Abandon Call, Accountability, call center workforce and Meeting

KPI 101: Call Center Workforce Management Metrics

Global Response

DECEMBER 2, 2022

There are KPIs that may be considered basic to the contact center. But each account customizes the metrics to its specific situation, which may differ by product category, industry, sales strategy or any number of factors. Abandon rate = calls abandoned ÷ (calls abandoned + calls answered).

call center workforce

call center workforce Metrics Call Center Management

Merlang: Erlang C’s Sexy Younger Brother

Pipkins

DECEMBER 5, 2019

So why are the problematic mathematical assumptions of the outdated Erlang C formula built into your call center’s workforce management software? Optimize Your Call Center With Pipkins. Meet Merlang , Erlang’s sexy younger brother. Correct modeling of abandon rates. Request A Pipkins Demo Today.

Abandon rate

Abandon rate call center workforce Abandon Call Call Center

Customer Contact Central

KPI 101: Call Center Workforce Management Metrics

Merlang: Erlang C’s Sexy Younger Brother

Webinars

Stay Connected