Abandon rate, Average Handle Time, Self service and Workshop

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Abandon rate

Average Handle Time

Self service

Workshop

Redefining Contact Center Productivity for the Modern Associate

The Northridge Group

JULY 20, 2023

Even Some of the Best KPIs Can Be Misleading Cost-per-contact and Average Handle Time (AHT) are two metrics that may present misleading information. Cost-per-contact measures the average cost of each issue interaction and has historically been used to determine how much is being spent on customer support.

Contact Center

Contact Center Abandon rate contact center associations Metrics

Christmas in July? Prepare Your Holiday Season Customer Service Now

TLC Associates

JUNE 20, 2019

Even an overemphasis on average handle time can skew these numbers. Average Handle Time – If your handle times were low, know that this KPI is not necessarily a reflection of your agents’ capabilities. Abandon Rates – When call volumes increase, there will be an uptick in abandon rates.

Customer Service

Customer Service Average Handle Time Abandon rate outsourcing

Customer Contact Central

Redefining Contact Center Productivity for the Modern Associate

Christmas in July? Prepare Your Holiday Season Customer Service Now

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