Abandon rate Service level Time management Webinar 
Hodusoft
FEBRUARY 29, 2024
Especially during peak times. Managing call volume can be challenging while maintaining service quality. Service Level Agreement (SLA) Compliance Meeting SLAs and response time commitments is crucial for customer satisfaction. For MSPs, the acceptable abandonment rate is between five and eight percent.
Playvox
JUNE 7, 2023
Essentially, you want to analyze historical and current trends to find out how many contact center agents are needed to handle the volume without the customer waiting for long periods of time. It leaves a bad customer impression — Zendesk reports that 72% of customers expect immediate service. Are they away from their desk too much?
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