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. Vicki Brackett is a contact center industry veteran, a long time CCNG member and regular contributor in member programs and events. The business climate continues to rapidly change. Companies that can utilize the right technologies can do more with less.

Management 195

Management Average Handle Time Self service CCNG 195

CCNG

AUGUST 28, 2024

This results in enhanced customer experience, reduced abandonment rates and improved overall customer service quality. For the past several years Patrick has been an active CCNG member offering insights and perspectives to the benefit of his peers.

Contact Center 195

Contact Center Interactive Voice Response Customer Experience CCNG 195

CCNG

JULY 3, 2024

The airline faced several challenges and struggled to meet growing customer expectations: Poor service quality Low CSAT scores High call abandonment rates Our experts performed a root cause analysis of training, QA, and scheduling and identified several improvement opportunities.

outsourcing 195

outsourcing Contact Center Airlines CCNG 195

CCNG

JULY 27, 2022

Average Abandon Rate: Total calls abandoned (dropped after 5 seconds in the queue) divided by total calls offered. Average Talk Time: The time an agent spends with a caller during a transaction.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195