CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Are there unique metrics for work-at-home vs. in-center?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Altivon

JUNE 13, 2020

Of the contact centers surveyed in 2019, 43% allowed at least some of their agents to work from home, while 57% either had made the firm decision to not offer remote work options at all, were in the process of evaluating remote work, or hadn’t made any moves one way or the other. Insight #7: Call abandonment rates are rising.

Abandon rate 52

Abandon rate Contact Center contact center solutions Transportation 52

Taylor Reach Group

JUNE 20, 2017

For example – an abandoned shopping cart is a great opportunity to offer chat resolve a question or concern and to move the person closer to close. Chat could be used to reduce abandonment rates and increase conversion rates. This is another key reason organizations are deploying chat. Wait-Time on the Phone Vs. Chat.

Contact Center 62

Contact Center Consulting Consulting Healthcare 62

Callminer

OCTOBER 22, 2019

Virtual, or utilizing “at-home” agents. Metrics like call length and number of calls processed should fall down the priority ladder behind first call resolution, wait length, abandonment rates and quality of engagement. There are three primary options when partnering with an external provider: .

Best practices 203

Best practices Call Center outsourcing Contact Center 203