CCNG

MAY 30, 2024

Ultimately, if your software cannot produce the required number of full-time equivalent (FTE) to meet your goal (service level or abandon rate) then it’s not a WFM platform. This allows you to know, based on the latest information, if you’ll be able to meet your service level and abandon rate goals for today.

Abandon rate 195

Abandon rate CCNG Average Handle Time Contact Center 195

CCNG

SEPTEMBER 27, 2023

This causes longer average speed of answer and higher abandonment rates. With the right knowledge management system, organizations can reduce headcount through customers utilizing self-service and save costs inside their contact center by reducing agent average handle time, new hire training, and new product training.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

JULY 27, 2022

That means operational metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and FCR prove to focus on controlling costs instead of ensuring overall customer satisfaction. Average Abandon Rate: Total calls abandoned (dropped after 5 seconds in the queue) divided by total calls offered.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195