Is an 80/20 Service Level Your Call Center’s ‘North Star’?
The concept of a “North Star” metric has become a fashionable discussion among start-up culture. The...
Tag: abandonment-rate
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The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper]
In this handy playbook, contact center leaders will learn the ins and outs of improving customer...
Call Center Metrics: 4 Pitfalls You Need to Avoid [Whitepaper]
Measuring and improving call center metrics can be a pain point for executives. Your call center...
7 Signs Your Call Center Needs a Call-Back Solution
Although the concept of replacing hold-time with a call-back has been around for decades, changes in...
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Improving the Customer Experience in Your Credit Union
Maintaining and improving the customer experience is important for most, if not all organizations. However for...
Reduction of Abandonment in Multi-Channel Environments
In a modern multi-channel contact center agents should have the ability to handle several customer interactions...
5 Reasons You Need Call-Backs in Your Contact Center
Contact center call-backs are an under-used and under-appreciated technology. The basic concept has been around for...
The Executive Guide to Improving Your Call Center Metrics
Measuring and improving call center metrics can be a pain point for executives. Your call center operates...