NobelBiz

FEBRUARY 22, 2023

The ideal is to restrict pooling in order to strike a decent balance… it is critical not to jeopardize the quality of responses! If you have the appropriate tools whithin your contact center solution, it will save valuable time for your agents. Why is the abandonment rate important?

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52

NobelBiz

FEBRUARY 15, 2023

The ideal is to restrict pooling in order to strike a decent balance… it is critical not to jeopardize the quality of responses! If you have the appropriate tools whithin your contact center solution, it will save valuable time for your agents. Why is the abandonment rate important?

Abandon rate 52

Abandon rate Average Handle Time Contact Center Abandon Call 52

Enghouse Interactive

SEPTEMBER 10, 2020

For those that attended our recent webinar, here is a quick summary of the findings from Steve Morrell of ContactBabel and John Cray of Enghouse Interactive, along with some additional insight and commentary made during their presentation. On average, call abandonment rates increased 63% increase – while call waiting times increased by 30%.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

NobelBiz

MARCH 21, 2023

They want to be informed, like to be the first to hear about breaking news, and value being present when significant events occur. A poorly-equipped call center cannot get the most excellent first-call resolution results. Customers nowadays are digital-first, and that is non-negotiable.

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52