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...
A Complete Guide to Call Abandonment Rate
Lowering call abandonment rate in contact centers is one of the most powerful performance levers available...
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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...
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...