Abandon rate At home agents Customer effort Metrics 
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. What metrics should call centers and BPOs focus on?
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. Endless Agent Options. This is another key reason organizations are deploying chat.
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