The Northridge Group

JULY 20, 2023

What these metrics fail to take into account, however, is a deeper understanding of the overall customer service environment. With self-service and chatbot options available to handle shorter tasks, associates are finding themselves called on more and more to handle increasingly complex issues.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

NobelBiz

MAY 9, 2023

We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. Abandon Rate must be monitored as progressive dialing does not measure agent or customer statistics. Requires Larger amounts of data to “churn” if higher ratios are set.

Best practices 98

Best practices Call Center Gamification Contact center software 98

TLC Associates

JUNE 20, 2019

Abandon Rates – When call volumes increase, there will be an uptick in abandon rates. Providing self-service options or even virtual queueing (where customers can keep their place in line without remaining on the phone) keep customers engaged for longer, which also has a positive impact on your CSAT scores.

Customer Service 40

Customer Service Average Handle Time Abandon rate outsourcing 40