Manager’s Guide to Abandonment Rates in the Contact Center
Lowering call abandonment rates in contact centers is one of the most powerful performance levers available...
Tag: hold-times
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How to Reduce Customer Complaints in the Contact Center
CCMC’s Customer Rage Study is a fascinating look at CX, designed to help customer service pros...
The Manager’s Guide to Call Center Service Levels
In the world of contact center metrics, service level has always held a special place. This...
Contact Centers Are Using More Call-Backs Than Ever
As the contact center continues to evolve, it’s important to take a step back and evaluate...
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Are You Prepared for Unpredicted Spikes in Call Volume?
While today’s tech-savvy consumers are using more non-voice channels to connect with businesses, the act of...
The Best Advice for Contact Centers in 2020 from the Experts
Every year we ask: What can contact centers do to bolster their efficiency, productivity, and customer...
Four Metrics that your Utility Contact Center Needs to Track
Following widespread industry deregulation, the energy and utility sector has become increasingly competitive. With more and...
Survey Shows Call-Back Deployments Have Doubled in Some Regions
More and more call centers are offering a call-back option as an alternative to putting customers...