Abandon rate, CCNG and Technology - Customer Contact Central

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

SEPTEMBER 27, 2023

Customers are less patient, and robust technology that meets both employee and customer needs isn’t being implemented fast enough and efficiently enough to reduce the anxiety. This causes longer average speed of answer and higher abandonment rates. Companies that can utilize the right technologies can do more with less.

Management

Management Average Handle Time Self service First call resolution

Call Center Metrics and KPIs to Measure Performance and Productivity

CCNG

JULY 27, 2022

Despite changes in technology, new contact channels, and omnichannel communication, some call centers are still "partying like it's 1998," using outdated metrics and operating as a cost center. 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

Customer Contact Central

ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

Call Center Metrics and KPIs to Measure Performance and Productivity

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