Abandon rate, CCNG, Contact Center and Customer Experience

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. Employees and gig workers are harder to retain, and the job of the customer-facing agent is getting more complicated and stressful. This causes longer average speed of answer and higher abandonment rates.

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. This hurried approach frequently left customers feeling dissatisfied. What key metrics should call centers measure for voice, chat, email, and SMS?

Call Center

Call Center Metrics At home agents Average Handle Time

Customer Contact Central

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

Call Center Metrics and KPIs to Measure Performance and Productivity

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