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
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...
5 Pitfalls When Measuring Abandonment Rate
This week we present a new installment in our “Pitfalls” series which looks at common mistakes...
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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...
Improving the Customer Experience in Your Credit Union
Maintaining and improving the customer experience is important for most, if not all organizations. However for...
Why Your Call Center Needs to Watch Abandon Rates
It goes without saying that making your customers wait so long that they simply hang up...
Reduction of Abandonment in Multi-Channel Environments
In a modern multi-channel contact center agents should have the ability to handle several customer interactions...