Manager’s Guide to Abandonment Rates in the Contact Center
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available...
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available...
In the world of contact center metrics, service level has always held a special place. This...
Why do we treat call center overwhelm like a necessary evil? Call volumes spike, agents get...
At the risk of blowing our own trumpet, we've been hammering on about the necessity of...
When you work in a call center, an unexpected call volume spike can quickly become problematic....
Contact center managers are, at their core, problem-solvers. One of the most challenging problems they often...
Monday: It’s the start of a new week and everyone is back to reality, trying to...
Waiting on hold for customer service is one of life's pet peeves, made worse if the...
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