A Guide to Average Speed of Answer (ASA) in the Call Center
Running an effective call center is all about resolving customer issues in a timely fashion. One...
Tag: average-speed-to-answer
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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...
Is Your Call Center Spiking on Mondays? Here’s a Solution for You
Monday: It’s the start of a new week and everyone is back to reality, trying to...
The True Cost of Long Hold-Time
How long is too long? Standards like 80/20 for the call center industry help to guide...
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What Are the Top Metrics in Your Call Center?
One of the most critical tasks of a contact center manager is prioritizing the metrics that...
Are You Losing Customers to Hold Time?
Can your business afford to put callers on hold? If you're not sure, consider these 3...
Top 4 Call Center Policy Issues You Should be Tracking
This blog usually covers matters relating to call center technology or customer service. Today's post is...
Video Break: Squashing Call Volume Peaks Without Hiring More Agents
I'm pleased to share with you a new Customer Success Story for today's video break. The...