Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. Handle time, CSAT, FCR, abandonment rate—the list is nearly endless. With Global Response, first call resolution is our gold standard.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

Enghouse Interactive

JUNE 17, 2020

It’s the best way to create a positive first impression. IVR / Mobile IVR / Chatbots / CRM integrations. Properly configured, IVRs have been shown to reduce call abandon rates by upwards of 50%. Virtual Assistants) complement the IVR and have become a powerful self-service tool as well.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

8x8

DECEMBER 3, 2018

On Black Friday of 2017, though, the company realized that customer call abandonment had spiked—likely due to longer-than-normal wait times. Use tools like Expert Connect to give agents immediate access to available experts, helping to drive first-call resolution, and Quality Management to coach agents and improve their service skills.

Customer Service 54

Customer Service Abandon rate Contact Center Wait times 54

Enghouse Interactive

SEPTEMBER 10, 2020

The most important observation was the impact associated with the type of self- service requests – digital-based interactions grew significantly more (at an average rate of 65%) than voice-based requests, illustrating the reality that contact centers – as configured – were ill-equipped to deal with the increased demands. .

Self service 52

Self service Abandon rate Contact Center First call resolution 52