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7 Key Indicators Your MSP Call Center Needs a Revolutionary Shift

Hodusoft

FEBRUARY 29, 2024

Long Wait Times and High Abandonment Rates One of the most noticeable red flags is extended wait times for customers and high abandonment rates. For MSPs, the acceptable abandonment rate is between five and eight percent.

Call Center 52
Call Center Abandon rate call center software Omni-channel support 52
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Workforce Planning: How it Establishes Gold Standard Service

Playvox

APRIL 14, 2022

The performance of workforce planning can be measured by: Service levels Abandon rates Occupancy rates Utilization Forecast accuracy. Related Resource: Learn how to optimize the service heart of modern business in this on-demand webinar. Forecasting and scheduling must accommodate a multichannel/omnichannel operation.

Contact Center 78
Contact Center Abandon rate contact center workforce Multichannel 78
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