Abandon rate, CCNG and Self service - Customer Contact Central

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Abandon rate

CCNG

Self service

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

The drive toward self-service is a reality and with good reason, as customers want self-service. This causes longer average speed of answer and higher abandonment rates. TWO-PRONGED APPROACH SAVES MORE COST WITH LOWER HEADCOUNT Companies are spending more money on self-service.

Management

Management Average Handle Time Self service First call resolution

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

JULY 27, 2022

Also, with the improvement in self-service, call volume typically consists of a more complex series of calls, which AHT can measure less predictively. Average Abandon Rate: Total calls abandoned (dropped after 5 seconds in the queue) divided by total calls offered.

Call Center

Call Center Metrics At home agents Average Handle Time

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

Call Center Metrics and KPIs to Measure Performance and Productivity

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