SharpenCX

FEBRUARY 25, 2020

As a call center manager, not only do you deal with high-stress customer situations, but you’re also responsible for team strategy, performance goals, management of budgets, employee satisfaction and coaching. Maybe you want to see your Abandon Rate drop, and your First Contact Resolution levels improve.

Call Center 76

Call Center Morale Metrics Abandon rate 76

SharpenCX

DECEMBER 9, 2020

There’s plenty of room for creativity when it comes to entertaining your customers. Research found that improving IVRs contributes to lower call abandonment rates. Callers often mistake automated voices for live agents, so if they hear the same message repeated too frequently, they may get frustrated. Improve your IVR.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

JustCall

MARCH 9, 2023

Arrange Information or Entertainment for Queued Callers What do your callers do while they wait? When your customers have something to do, you can drastically reduce the call abandonment rates. You can further categorize the scripts to help with a more extensive training session.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40