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Some examples of individual agent goals might include: Answer X number of phone calls per day. Finish X number of training webinars in Q1. Average abandonmentrate – the percentage of customers who hang up before interacting with an agent. Focus on preventing employee burnout.
Recognizing this shift, HoduSoft recently hosted an insightful webinar on “ Designing Competitive Customer Experiences in Insurance.” High Call Volume: Long wait times & high turnover rates in contact centers lead to increased abandonmentrates and missed opportunities for upselling and cross-selling.
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Abandon rate 
150 
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