Abandon rate, Self service and White Paper

3 Takeaways from Our Live Discussion on Top Call Center Metrics [Video]

Fonolo

JUNE 5, 2018

So if one imagines a “fixed pie” of all customer service interactions, then the slice of that pie occupied by voice is getting smaller. Another argument is that self-service options are getting better and better. White Paper: The Secret Sauce for Increasing Customer Happiness. How do we make sense of this picture?

Call Center

Call Center Metrics Average Handle Time Self service

How to Eliminate Hold Time in Your Call Center

Fonolo

FEBRUARY 7, 2013

Unsurprisingly, longer call hold times are directly correlated to higher call abandonment rates; people often give up and hang up before they get through to a support agent. As mentioned above, the abandonment rate is the most obvious metric to be affected. Poor self-service options or alternative support channels.

Call Center

Call Center Interactive Voice Response Wait times Abandon rate

Customer Contact Central

3 Takeaways from Our Live Discussion on Top Call Center Metrics [Video]

How to Eliminate Hold Time in Your Call Center

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