Abandon rate Analytics Presentation Quality management 
Balto
NOVEMBER 28, 2023
Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights.
JustCall
OCTOBER 22, 2023
There are several common challenges that don’t let you track customer support analytics accurately. Problem: Lack of Customer Support Analytics Customer support teams deal with huge data volumes regularly. Often, companies don’t possess the analytics capability to organize and track so much data. Update contact center software.
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Global Response
MARCH 1, 2022
After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. This in turn can help reduce agent turnover rate and abandonment rate.
Enghouse Interactive
JUNE 17, 2020
This new reality presents the contact center industry with an excellent opportunity to integrate with Teams and provide seamless company-wide collaboration capabilities across their customer’s organizations. Properly configured, IVRs have been shown to reduce call abandon rates by upwards of 50%. ChatBots (a.k.a.
Enghouse Interactive
SEPTEMBER 10, 2020
For those that attended our recent webinar, here is a quick summary of the findings from Steve Morrell of ContactBabel and John Cray of Enghouse Interactive, along with some additional insight and commentary made during their presentation. On average, call abandonment rates increased 63% increase – while call waiting times increased by 30%.
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