Abandon rate, CCNG and Contact Center - Customer Contact Central

Search:

DAY

WEEK

MONTH

YEAR

Select your country:
Sign up | Log in

Abandon rate

CCNG

Contact Center

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. It’s a vicious cycle.

Management

Management Average Handle Time Self service First call resolution

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

JULY 27, 2022

Call centers measured customer satisfaction based on the speed at which an agent answered the phone and responded, regardless of whether the request was resolved. With the shift to multi-or omnichannel contact centers, today's emphasis is on customer experience. Consistency is just as important with remote agents as in-center.

Call Center

Call Center Metrics At home agents Average Handle Time

Webinars

Manual Call Reviews? Theres a Better Way!

MORE WEBINARS

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

Call Center Metrics and KPIs to Measure Performance and Productivity

Webinars

Stay Connected