Guide to Interpreting Call Center Analytics
Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer's...
Tag: abandon-rates
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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...
Queue Management Best Practices for Contact Centers
Looking for ways to optimize your call center queue management and improve customer satisfaction? If not,...
How to Monitor Call Center Performance
Imagine a month of perfect performance at a call center: Agents take incoming phone calls like...
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How to Overcome Challenges with Your Call Center Metrics
Contact center reporting can be stressful for even the most seasoned managers and directors. Even with...
4 Ways to Improve Contact Center Operational Efficiency
Does your call center feel more like a burden than an asset? You’re not alone — contact...
Are You Prepared for Unpredicted Spikes in Call Volume?
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of...
Are You Prepared for Unpredicted Spikes in Call Volume? [Webinar]
After the grounding of all Boeing 737 Max 8 aircraft, calls to Air Canada’s customer service...