Playvox
JULY 14, 2023
Ways to Measure Contact Center Agent Productivity Measuring productivity in the call center can be complex. If you have the right contact center solutions that provide real-time and historical data for the most important call center productivity metrics, it’s a lot easier.
Fonolo
AUGUST 28, 2018
Our favorite chart: Contact Center 2.0, The Rise of Collaborative Contact Centers. About: This report is the result of surveying 500 employees involved in contact center solutions at companies with a formal contact center or with plans to introduce one. What’s Inside: Lower Abandon Rate.
Playvox
JUNE 22, 2023
Average Time To Abandonment (ATA) This is the average length of time in the queue that a caller waits in before they abandon their call , sometimes referred to as average patience or average call abandonment rate. Put in place callback options during peak time periods to reduce wait times and call abandonment rates.
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