Calabrio

JULY 25, 2019

We announced the second round of award winners at last year’s annual Calabrio Customer Conference (C3), and what an impressive, interesting group that was! The Leader is a preferred employer because it delivers a superior customer experience fueled by hyper-engaged agents and employees.

Abandon rate 61

Abandon rate Contact Center Government Analytics 61

Insite Managed Solutions

OCTOBER 14, 2015

Understanding contact center metric targets such as average speed of answer (ASA), service level, abandonment rate, average handle time (AHT), and budgeted hours are critical for success. Controlling Weather Events is Difficult… But You Can Control Your Service Levels. Top 5 Self-Service Pitfalls.

Management 40

Management Abandon rate Metrics Contact Center 40

Fonolo

SEPTEMBER 5, 2017

If most call center teams had to pick a “North Star” it would be service level, which measures the length of time callers wait to reach an agent. It’s kind of surprising that, despite all the enormous changes that have occurred in customer service technology, the dominant metric remains service level.

Service level 52

Service level Abandon rate Call Center Metrics 52

Playvox

APRIL 14, 2022

The core principles of customer service – efficiently serving customers in a way that puts their needs first – remain universal regardless of the menu, price point, or dress code. As businesses increasingly focus on customer experiences as a competitive differentiator, contact centers have taken center stage.

Contact Center 78

Contact Center Abandon rate contact center workforce Multichannel 78