New York Times Op-Ed Mentions Containment Rate
Containment rate is a well-established performance metric in the customer service world,...
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Most Recent From hold-time
Delta’s Flight Cancellations Led to a Call Center Meltdown
It’s no secret to the savvy traveller that most leading airlines will...
6 Call Center Practices You Can STOP Doing Today
So, you’re working on auto-pilot eh? (Yes, I’m Canadian.) I get it;...
Why Don’t More Call Centers Tell You Estimated Wait Time?
When callers are waiting on hold they’ll typically hear a range of...
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5 Pitfalls When Measuring Abandonment Rate
This week we present a new installment in our “Pitfalls” series which...
Who Are You #OnHoldWith? Top 10 Twitter Complaints to Start the Year
72% of customers who make a complaint on Twitter expect the company...
How to Provide Acceptable Hold Times During Peak Season
Let’s get straight to the point - If you want a successful...
Hold Music Not Captivating You?
Who doesn't love being on hold? The hours wasted, the subtle reinforcement...