aircall

MARCH 31, 2021

And when you’re trying to provide a good customer experience, annoyance is the last emotion you want customers to feel. Sure, your customers might have to wait a bit, but when you use the call queue feature, an auto-attendant periodically reminds your customers that the next available agent is only a few moments away. .

Abandon rate 62

Abandon rate Interactive Voice Response Call flow Wait times 62

SharpenCX

FEBRUARY 25, 2020

Watch our webinar: Agent Experience has a direct impact on your customer satisfaction. Check out the four actionable steps for empowering agents to dramatically improve the customer experience. Maybe you wanted to check on your Service Level, but caught a glimpse of Average Handle Time.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

DECEMBER 9, 2020

If that’s the case, you have to get creative to handle spikes in call volume, so you can avoid an overload of abandoned calls. One tried-and-true fix is to consider ways to reduce your Average Handle Time (AHT) , while still giving quality service, of course. Give your customers a callback or voicemail option.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67