Fonolo

SEPTEMBER 26, 2017

When agents can’t keep up with calls, the Average Speed to Answer (ASA) grows. That drives up the abandonment rate, as callers get tired of waiting on hold. Long wait times also lead to frustrated customers who then take out their anger on the agents, raising average handle time and lowering agent morale.

Call Center 64

Call Center Abandon rate Abandon Call Morale 64

Fonolo

MAY 17, 2017

Contact center technology is the difference between an average customer experience and an exceptional customer experience; the kind that gets people talking about your brand. Handpicked related content for you: Top Customer Service Conferences in 2020. Handpicked related content for you: Top Customer Service Conferences in 2020.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Conference Topics vs Company Priorities. Conference Chatter. What factors need to be considered?

Management 40

Management Abandon rate Metrics Contact Center 40